Vendor Manager – Customer Support Operations

About the role

We are seeking a sharp, business‑oriented Vendor Manager to lead day‑to‑day and strategic oversight of a key customer‑support vendor providing email, chat, phone and KYC back‑office services. The role serves as the primary liaison between our organization and the vendor, ensuring performance aligns with service standards, commercial expectations and business goals.

Key responsibilities

• Act as the main liaison between the company and the vendor’s senior leadership, building trust‑based relationships.
• Monitor and analyze vendor performance across KPIs such as IPH, CSAT and quality scores, identifying gaps and driving corrective actions.
• Conduct regular business reviews and participate in performance governance meetings.
• Pull, analyze and present performance data to internal leadership and vendor stakeholders, tracking efficiency metrics.
• Lead continuous‑improvement initiatives, support new launches or process changes, and ensure vendor readiness.
• Ensure contractual compliance, flag deviations, and support assessments and renegotiations with procurement and legal teams.

Required profile

• 8–10 years of operations experience, including 4–5 years in operations management, vendor management or BPO leadership.
• Background in Call Center/Customer Care and KYC operations, with capabilities equivalent to a Senior Operations Manager.
• Experience managing operations or vendor relationships across Latin America and North America is strongly preferred.

Required skills