Customer Experience Vendor Operations Manager

Vendor & BPO Operations Manager to oversee day-to-day performance across multiple BPO partners supporting enterprise contact center operations (~600 agents). Responsibilities include ensuring SLA, CSAT, and quality targets; conducting weekly/monthly business reviews with vendor leadership; monitoring forecasting, staffing, and productivity; managing vendor contracts, SOWs, and performance guarantees; coordinating with Finance and Legal on negotiations; tracking billing, cost efficiency, and ROI; ensuring compliance and risk standards; standardizing quality calibration; driving continuous CX improvements; and acting as primary liaison between internal stakeholders and BPO partners, aligning vendor strategy with company objectives and cross-functional teams.