BPO Vendor Manager
$110,000–$110,000 year
Hybrid · Plano, Texas, United States
Job Summary
BPO Vendor Manager will lead stand-up and ongoing management of a new BPO partnership end-to-end, including RFP, evaluation, contracting, site readiness, ramp, and steady-state governance. You will own onboarding of the BPO partner (site visits, contracting, technical and security integration, training, ramp, transition), design evaluation frameworks and reference checks, negotiate SOWs/SLA/rate cards/volume commitments, manage transition plans with clear milestones and risk mitigation, build and run QA and knowledge-transfer programs, and maintain vendor scorecards and executive-level reporting. You will coordinate cross-functional readiness with Legal, Finance, Procurement, InfoSec, IT, Workforce Management, Quality, Training, and Enablement; monitor SLAs (CSAT, response/resolution times, AHT, occupancy, QA score); lead periodic business reviews (QBRs) with vendor leadership; forecast staffing with Workforce Management; manage contracts and invoicing; and ensure compliance attestations (SOC 2, PCI, GLBA where applicable). The role emphasizes vendor governance, cost optimization, and ensuring seamless transition and ongoing performance across multiple sites. The ideal candidate has 7+ years in CX/outsourcing/BPO vendor management, hands-on RFP/MSA/SLA negotiation experience, strong pricing and KPI ownership, familiarity with Zendesk/CCaaS, WFM, and BI tools, plus proven ability to drive cross-functional collaboration and executive-ready reporting. Perks include base pay around 110K with potential bonus, remote-friendly setup, and visa-work eligibility constraints stating no sponsorship; candidates should already have the right to work in the United States.
Required Qualifications
- 7+ years in CX operations, outsourcing program management, or BPO vendor management, with at least one completed BPO stand-up built from scratch (greenfield, not inherited)
- Hands-on experience with RFP processes, MSA/SOW/SLA negotiation, and vendor governance frameworks
- Strong commercial fluency across BPO pricing models (per-FTE, per-contact, per-minute, outcome-based), invoice reconciliation, and contract negotiation
- Proven SLA and KPI ownership across CSAT, response/resolution times, QA, AHT, and schedule adherence, including running structured QBRs and corrective action plans
- Solid understanding of staffing and capacity planning concepts; able to validate vendor proposals and model ramp scenarios
- Proven ability to build QA programs, training curricula, and knowledge management systems for outsourced teams
- Analytical rigor with ability to build business cases, cost models, and performance dashboards; hands-on with Zendesk (or CCaaS), WFM tools, and BI tools like Omni, Looker, or Tableau
- Excellent stakeholder management across executive, operational, and vendor audiences
- Experience in fintech, financial services, or similarly regulated environments preferred
- Prior experience on the BPO side (e.g., Client Services Director, Implementation Lead) is a strong plus
- Bias for action, commitment to operational excellence, ability to navigate ambiguity while keeping multiple workstreams on track
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