CX Delivery Site Lead
Core
Lead operational delivery and vendor management for global Customer Experience (CX) operations to ensure performance excellence and scalability.
Role type
Senior IC CX Delivery Lead (Vendor Operations)
Builds
Global CX service delivery via third-party vendors
Domain
Customer Experience / BPO Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Vendor management, KPI/SLA oversight, operational process improvement, data-driven performance monitoring, global stakeholder collaboration, dashboard creation
Preferred skills
Global CX trend knowledge, operational risk identification, team inspiration
Technologies
Performance dashboards
Responsibilities
Lead and oversee key CX vendor operations; Evaluate and manage vendor KPIs and performance agreements; Collaborate with vendors to streamline processes; Prepare and execute periodic performance reviews; Serve as main point of contact for vendor partnerships; Develop global CX performance optimization standards; Partner with internal teams to identify and fix operational gaps; Create and roll out performance dashboards; Foster knowledge-sharing between global vendors.
Seniority
Senior, hands-on IC