Vendor Performance Manager, Customer Support

Accountabilities: As Vendor Performance Manager, Customer Support, you will be responsible for managing the full performance lifecycle of outsourced customer support operations. You will design operational frameworks, establish performance standards, and partner with vendors and internal stakeholders to continuously improve service quality, efficiency, and customer outcomes.

Design, launch, and manage vendor operations by defining workflows, workforce requirements, routing strategies, and performance metrics to improve customer support effectiveness.

Establish and manage key performance indicators (KPIs), service-level expectations, and operational goals to ensure vendors consistently deliver high-quality customer experiences.

Analyze vendor performance data, customer satisfaction metrics, and operational insights to identify trends, resolve process gaps, and implement improvement initiatives.

Develop pilot programs, agent scripts, training materials, and service protocols to improve consistency and customer interactions.

Create and maintain performance dashboards, reports, and data visualizations to communicate trends, opportunities, and recommendations to leadership and vendor partners.

Lead regular vendor business reviews, presenting insights and driving accountability around performance targets and improvement plans.

Support system migrations and process transformation initiatives by identifying inefficiencies and designing scalable solutions.

Develop strategies for customer-impacting events, including outage management processes and service recovery improvements.

Collaborate with cross-functional teams including engineering, operations, customer service, and business teams to align priorities and optimize vendor performance.

Participate in an on-call rotation approximately every six weeks, including occasional nights, weekends, and holidays.

Requirements:

The ideal candidate is an experienced customer operations professional with strong expertise in vendor management, analytics, and process optimization. You should be comfortable managing complex partner relationships, translating data into actionable strategies, and driving improvements across distributed teams.

Bachelor’s degree or equivalent practical experience.

7+ years of experience managing call center vendor operations within customer service contact centers.

5+ years of experience working in Internet Service Provider (ISP) operations or a similar technical environment.

Strong experience analyzing large datasets using spreadsheets, dashboards, SQL-based reporting, and data visualization tools.

Proven ability to manage cross-functional and cross-regional teams across customer service, project management, quality, and process optimization functions.

Experience designing workflows, operational processes, and systems that improve external partner performance.

Strong understanding of KPI management, operational monitoring, and service-level compliance.

Experience influencing internal teams and external partners across engineering, operations, sales support, and customer service organizations.

Strong problem-solving skills with the ability to manage multiple initiatives in a fast-paced environment.

Ability to travel domestically and to nearshore locations approximately 25% of the time.

Experience with contract negotiations, budgeting, and capacity planning is preferred.

Leadership experience within an ISP or technical services organization is a plus.

Benefits:

Competitive base salary range of $136,000 - $198,000 USD, plus bonus eligibility and benefits.

Fully remote work environment with flexibility across locations in the United States.

Opportunity to influence large-scale customer support operations and improve experiences for millions of users.

Comprehensive benefits package supporting health, wellness, and financial security.

Opportunity to work on innovative connectivity solutions within a growing technology organization.

Collaborative environment with cross-functional teams and external partners.

Career growth opportunities within a rapidly scaling organization.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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