Support Vendor Manager

Overview

Support Vendor Manager responsible for the health, performance, and long-term scalability of multiple support vendor and BPO relationships, including workforce management (WFM) operating model design.

What you'll do

• Lead multiple support vendors/BPOs with day-to-day oversight and relationship health management.
• Define and manage SLA/KPI performance expectations and remediation plans.
• Serve as the primary escalation point for vendor issues, including incident response and surge events.
• Partner on contract levers, staffing commitments, service scope changes, and operational cadences.
• Design the WFM operating model across internal teams and external BPO teams (forecasting, capacity planning, staffing assumptions, coverage standards).
• Produce reporting and executive narratives on vendor health, capacity risk, and scaling constraints.

What you'll need

• 5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment.
• Proven ability to run vendor governance (QBRs, SLA/KPI design, escalation paths, remediation plans).
• Awareness/experience with workforce planning approaches (forecasting frameworks, capacity models, staffing strategies, performance-to-plan).
• Strong analytical and operational rigor with comfort working with data to define inputs/assumptions and tradeoffs.
• Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar).
• Exposure to WFM platforms/concepts (e.g., NICE, Assembled, Calabrio, Playvox) with ability to translate requirements into platform needs.
• Strong communication skills and executive presence to align stakeholders and drive accountability.