Vendor Services Lead
Core
Drive vendor performance, customer experience, and operational excellence for assigned teams within a product-oriented customer service environment.
Role type
Senior Vendor Services Lead (Customer Operations)
Builds
Customer service operations and vendor partner performance
Domain
Technology / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Vendor performance management, SLA/KPI monitoring, Data analysis, Root Cause Analysis, Operational strategy execution, Business continuity risk management, Cross-functional stakeholder collaboration, Continuous improvement initiatives
Preferred skills
Vendor Management, Product-oriented CS environment, Workforce Management (WFM), Reporting and dashboards, Large-scale process transformation
Technologies
SLA, KPI, CSAT, NPS, QA tools, RCA frameworks
Responsibilities
Monitor vendor performance against SLAs and KPIs; Drive improvements in productivity, FCR, CSAT, AHT, and sales leads; Execute operational strategies with vendor partners; Conduct performance reviews and audits; Perform data analysis and Root Cause Analysis; Identify and escalate business continuity risks; Define and execute Start/Stop/Continue actions based on trends.
Seniority
Senior, hands-on IC with team leadership
