Description
We are seeking an experienced Customer Service and Vendor Operations professional to drive vendor performance, customer experience, operational excellence, and continuous improvement.
The ideal candidate is data-driven, customer-focused, and skilled at building and managing strong relationships with cross-functional stakeholders and vendor partners.
Responsibilities
- Own and drive vendor performance and customer experience metrics for assigned teams
- Monitor vendor performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets
- Drive improvements across Productivity, First Contact Resolution (FCR), Customer Satisfaction (CSAT), CSCI, Average Handling Time (AHT), MRT, and Sales Leads
- Execute operational strategies and best practices in collaboration with vendor partners and internal stakeholders
- Conduct regular performance reviews, audits, and operational reviews
- Ensure effective daily case management and timely resolution of customer issues
- Leverage Quality Assurance (QA) insights, performance data, and trends to identify coaching and process improvement opportunities
- Perform data analysis and Root Cause Analysis (RCA) to identify operational gaps, risks, and improvement opportunities
- Define and execute Start, Stop, and Continue actions based on performance trends and business priorities
- Build strong relationships with internal stakeholders and vendor partners to drive business outcomes
- Proactively identify and escalate Business Continuity risks
- Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality
Minimum Qualifications
- 8+ years of experience in Customer Service, Customer Operations, or a related field
- 2–3+ years of team leadership experience
- Strong communication and stakeholder management skills
- Proven experience in Key Performance Indicator (KPI) and performance management
- Strong understanding of Customer Satisfaction (CSAT), Net Promoter Score (NPS), and other customer experience metrics
- Strong data analysis and Root Cause Analysis (RCA) skills
- Ability to identify operational gaps and proactively manage business and customer-impacting risks
- Strong ability to collaborate cross-functionally and build effective relationships with stakeholders and vendor partners
- Demonstrated ability to drive continuous improvement and operational excellence
Preferred Qualifications
- Experience in Vendor Management or working closely with external vendor partners
- Experience in a product-oriented Customer Service environment
- Knowledge of Workforce Management (WFM)
- Experience with reporting, dashboards, and performance analytics
- Ability to analyze trends and translate data into actionable insights
- Experience leading large-scale process improvement and operational transformation initiatives
The Ideal Candidate
- Demonstrates strong leadership skills with the ability to guide, coach, and support high-performing teams
- Uses data, customer insights, and performance trends to identify operational gaps and recommend effective solutions
- Builds trusted relationships with internal stakeholders and vendor partners to achieve shared business objectives
- Takes ownership of operational and customer outcomes while maintaining a strong focus on quality and performance
- Identifies potential business continuity and operational risks early and takes proactive action to mitigate them
- Applies sound judgment and structured problem-solving when addressing complex operational challenges
- Balances multiple priorities effectively while maintaining attention to detail and meeting business commitments
- Communicates clearly and confidently with team members, vendor partners, and senior stakeholders
- Continuously identifies opportunities to improve processes, operational efficiency, and customer experience
- Thrives in a collaborative and fast-paced environment while promoting accountability, continuous learning, and operational excellence