CX Vendor Manager – Lead

🕒 vor 14 Tagen

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟠 Senior

👔 Manager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Roadie

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2014

🚗 Transport

🛍️ eCommerce

Transport • eCommerce • Logistics

Roadie ist eine Crowd-basierte Lieferplattform, die lokale Lieferungen am selben Tag in den USA ermöglicht. Als UPS-Unternehmen seit 2021 bietet es zuverlässige Lieferlösungen mit einem Netzwerk von 200. 000 Fahrern, was einen effizienten Versand auf der letzten Meile für verschiedene Branchen wie Einzelhandel, E-Commerce und Gesundheitswesen ermöglicht. Roadies Dienstleistungen umfassen die Handhabung von Lieferungen für sperrige Artikel, die Abwicklung von Rücksendungen und die Bereitstellung von Lieferlösungen für eine Vielzahl von Branchen, einschließlich Fluggepäck, Lebensmittel und Baustoffe. Ihre Plattform unterstützt optimierte Lieferabläufe mit Echtzeit-Tracking, 24/7/365-Verfügbarkeit und nahtloser API-Integration und macht Roadie zur idealen Lösung für Unternehmen, die ihre Logistik- und Lieferfähigkeiten verbessern möchten.

Beschreibung

• Own the end-to-end strategy and performance of Roadie’s third-party contact center vendors, ensuring alignment with Roadie’s CX goals • Lead and mentor CX Vendor Managers, driving accountability, performance, and effective escalation management • Drive comprehensive vendor assessments by analyzing performance data, KPIs, compliance, quality, and service levels • Monitor and manage vendor performance, holding partners accountable to Roadie’s service delivery and quality expectations • Identify opportunities for operational improvements and guide your team in building clear action plans to drive measurable results • Collaborate and align with Training & Quality to oversee initial and ongoing training and enablement requirements for all vendor partners. • Ensure adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns when needed • Oversee and coordinate vendor performance audits (regulatory, technical, security, risk, etc.) and communicate insights to Roadie leadership • Build and maintain strong vendor relationships, including facilitating QBRs, participating in contract negotiations, and overseeing invoice review and approvals • Partner with Workforce Management to forecast capacity needs and allocate headcount across vendors • Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning • Owns risk management, including operational, contractual, and co-employment considerations

🎯 Anforderungen

• 5+ years of experience managing Customer Support vendor relationships, including oversight of outsourced contact center operations across multiple geographies, time zones, and support functions • 5+ years of experience leading, coaching, or mentoring employees, with a track record of developing talent and driving performance • Demonstrated ability to hold vendor managers and BPO partners accountable to operational, quality, and customer experience goals • Strong experience partnering cross-functionally with Operations, WFM, Training, Quality, Product, and other key stakeholders • Highly analytical with experience using data to identify trends, improve performance, and drive business decisions • Excellent project management, organizational, and prioritization skills • Outstanding written and verbal communication skills with the ability to influence stakeholders at all levels • Self-motivated and solutions-oriented, with the ability to thrive in a fast-paced and evolving environment • Demonstrated success in launching, transitioning, and optimizing BPO operations • Strong working knowledge of Salesforce, Google Workspace, and Microsoft Office, and related business systems

🏖️ Vorteile

• 100% covered health insurance premiums for yourself • 401k with company match • Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) • Flexible work schedule with unlimited PTO • Monthly 3-day weekends • Monthly WFH stipend • Paid sabbatical leave- tenured team members are given time to rest, relax, and explore • The technology you need to get the job done