Vendor Operations Senior Associate
$82,000–$86,500 year
RemoteOntario, California, United States or Alberta, Virginia, United States
Job Summary
Monitor BPO vendor performance daily, surfacing KPI variances and driving root cause analysis for timely corrective action. Maintain and continuously improve scorecards, dashboards, and operational trackers to provide real-time visibility into vendor health and translate raw data into actionable recommendations. Coordinate onboarding, milestone tracking, and off-boarding with BPO partners while escalating complex issues to appropriate stakeholders. Support quality and training programs through nesting coordination and QA trend reporting to bridge execution with continuous improvement. Advance cross-team initiatives and Vendor Management strategy projects via stakeholder materials, process compliance reviews, and hands-on contributions. This role requires a Bachelor's degree, 2–4 years of operations experience, and the ability to work Eastern Time Zone hours with 25% domestic and international travel.
Required Qualifications
- Bachelor's degree in business, economics, operations, or a related field, or equivalent practical experience
- 2 to 4 years of experience in project coordination, customer support operations, or BPO-related roles
- Demonstrated data analysis skills, including the ability to translate data into actionable insights and recommendations
- Strong written and verbal communication skills, with experience presenting clearly to peers and external vendor stakeholders
- Proven ability to manage multiple priorities simultaneously in a fast-paced, constantly evolving environment
- Strong organizational skills and attention to detail, with a track record of following through on commitments and escalating appropriately
- Willingness to travel approximately 25% domestically and internationally
- Availability to work Eastern Time Zone business hours
Desired Qualifications
- Familiarity with SQL or data querying tools; experience with Salesforce or a similar CRM platform
- Experience supporting nesting, training coordination, or quality assurance programs within a BPO environment
- Customer-centric mindset with a genuine passion for operational excellence and continuous improvement
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