Vendor Operations & Governance Specialist

Overview

Oversee global vendor partnerships and third-party contact center operations, ensuring SLA compliance, quality, and performance across partner-managed queues. Translate vendor data into operational improvements and insights for senior leadership.

What you'll do

• Manage daily vendor operations, SLA compliance, quality scores, and site performance.
• Track productivity, CSAT/CES, quality assurance, and average handle time metrics.
• Lead vendor huddles, intraday tracking, weekly reviews, and monthly root-cause action plans.
• Conduct site audits and cross-site calibration sessions with Quality and Training teams.
• Coordinate headcount, ramp execution, and interval coverage with Workforce Management.
• Optimize geographic talent pools, site profiles, recruitment, and onboarding readiness.

What you'll need

• 5+ years of vendor site or contact center operations experience.
• Experience managing vendor relationships and multi-channel operations across 100+ FTE.
• Experience with site audits, performance scorecards, calibration, continuous improvement, and governance routines.
• Fluency in workforce management concepts including occupancy, shrinkage, and schedule adherence.
• Background with developer-first or SaaS platforms and API-driven support workloads.
• Experience with Zendesk, Twilio Flex, Looker, or Tableau.
• Ability to design workflows and SOPs, influence standardization, and communicate operational data to executives.

Details

• Remote role located in the United States.
• Occasional travel may be required for project or team meetings.
• Not eligible for hiring in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington.