Principal Vendor Partner Manager

Role responsibilities

Lead strategic BPO relationships to drive operational excellence and measurable business outcomes across customer success partnerships. Design and implement scalable service delivery models, governance routines, and cross-functional transformation initiatives.

Requirements

Requires 10+ years of experience in vendor management or business operations with a proven track record of managing BPO partnerships and contact center KPIs. A bachelor's degree is required, with strong analytical skills and the ability to influence senior stakeholders autonomously.

Key skills

Vendor Partner Management, BPO Management, Performance Management, KPI Analysis, Strategic Planning, Change Management, Cross-functional Leadership, Service Delivery, Operational Excellence, Data Synthesis, Stakeholder Management, Capacity Planning, Governance Routines, Business Review Leadership, Root Cause Analysis, Program Management

Keywords

BPO, CSAT, AHT, Issue Resolution, WBR, MBR, WFM, Customer Experience, CX, Service Delivery Model, ROI, Engagement Models, Expert Readiness, Operational Excellence, Performance Frameworks, Business Operations, Strategic Partnerships, Change Leadership, Software Development, Customer Success