Job 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

Requirements:

• 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

Benefits:

• 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