Customer Experience Vendor Manager
Remote · Cape Town, Western Cape, South Africa
Job Summary
Lead and optimize customer experience operations by transitioning to outsourced vendor partners, establishing governance and performance reviews, and driving continuous improvement across SLAs, quality, productivity, and compliance. Build trusted relationships with vendor leadership and internal stakeholders, align processes with cross-functional teams (Quality, Training, IT, Finance, Operations), and deliver actionable reporting and strategic support to leadership. Ensure regulatory and business continuity compliance while shaping scalable customer experience operations for impact in a regional market (Cape Town, SA).
Required Qualifications
- Bachelor’s degree in Business, Logistics, Operations, or related field
- 5+ years of experience managing outsourced customer service operations or vendor partnerships
- Experience leading operational transitions and vendor governance programs
- Strong understanding of contact center operations, SLAs, KPIs, workforce planning, and quality management
- Strong stakeholder management, communication, and influencing skills
- Financial and commercial acumen, including budget and invoice management
- Advanced Microsoft Office skills, particularly Excel and PowerPoint
- Fluent English language skills
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