CX Vendor Manager – Lead

🕒 il y a 2 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

👔 Manager

🦅 Parrain de Visa H1B

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Roadie

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2014

🚗 Transport

🛍️ eCommerce

Transport • eCommerce • Logistics

Roadie est une plateforme de livraison participative qui propose des livraisons locales le jour même à travers les États-Unis. En tant que société de UPS depuis 2021, elle offre des solutions de livraison fiables avec un réseau de 200 000 chauffeurs, permettant une expédition du dernier kilomètre efficace pour diverses industries telles que le commerce de détail, le e-commerce et la santé. Les services de Roadie incluent la gestion des livraisons d'articles encombrants, le traitement des retours et la fourniture de solutions de livraison pour une large gamme d'industries, y compris les bagages d'avion, les courses et les fournitures de construction. Leur plateforme soutient des opérations de livraison rationalisées avec un suivi en temps réel, une disponibilité 24/7/365, et une intégration API transparente, faisant de Roadie une solution idéale pour les entreprises cherchant à améliorer leurs capacités logistiques et de livraison.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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