Senior Vendor Manager
On-siteHouston, Texas, United States
Job Summary
Own the day-to-day frontline accountability layer for CX Ops vendor relationships across BPO partners and sub-servicers. Lead briefing sessions, performance reviews, and operational coordination touchpoints while partnering with operations, compliance, workforce management, finance, and legal teams. Manage vendor routing, escalation paths, and handoff protocols, overseeing intake resolution and operational reporting to ensure data accuracy. Provide direct oversight and mentorship for direct reports, maintaining current operational documentation for vendor workflows. Requires 5+ years in vendor management within contact centers or financial services, with experience managing BPO relationships and direct reports. Full-time role based in the US with comprehensive health, dental, vision, 401(k) matching, and disability coverage.
Required Qualifications
- 5 or more years of experience in vendor management, partner operations, or outsourced operations oversight within a contact center or financial services environment
- Demonstrated experience managing BPO or sub-servicer relationships with accountability for performance standards and escalation handling
- Prior experience managing or developing a direct report
- Strong organizational discipline with the ability to maintain multiple concurrent vendor workflows without gaps
- Experience preparing and presenting vendor performance reporting to senior leadership
- Working knowledge of BPO billing, invoice reconciliation, and hours tracking
- Familiarity with data and document workflows within a servicing or financial services environment
- Skilled at managing external partner relationships with professionalism and directness in equal measure
- Able to balance execution-heavy daily coordination with the longer-range thinking required to improve vendor processes over time
- Works well across internal functions including operations, compliance, and workforce management
Desired Qualifications
- Background in residential solar, utility, or financial services a plus but not required
- Familiarity with Salesforce CRM or similar case management or vendor tracking systems
- Experience supporting or leading operational readiness reviews for new vendor onboarding
- Prior exposure to managing vendor relationships spanning multiple LOBs or residential service portfolios
- Experience with BPO contract administration or statement of work management
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