Customer Experience Vendor Operations Manager

JOB DESCRIPTION

Location Requirement

This position is open only to candidates who currently reside in one of the following approved locations:

Birmingham, AL; Tampa, FL; Blue Ash or Cincinnati, OH

Job Summary
The Vendor & BPO Operations Manager is responsible for overseeing day-to-day performance across multiple business process outsourcing (BPO) partners supporting our enterprise contact center operations (~600 agents). This role ensures contractual alignment, operational excellence, and consistent delivery of world-class customer experience.

The ideal candidate combines operational rigor, contract fluency, and strategic partnership leadership to drive results across a distributed vendor network.

What Success Looks Like
• Consistent enterprise-wide SLA and CSAT achievement
• Strong vendor accountability and performance transparency
• Optimized cost-to-serve model
• Proactive issue ident...