Vendor Operations & Governance Specialist
Core
Oversee and optimize global vendor partnerships for contact centers, ensuring SLA compliance, quality standards, and operational benchmarks.
Role type
Senior Vendor Operations & Governance Specialist
Builds
Global contact center operations and vendor performance management
Domain
SaaS / Developer-first platforms / Contact Center Operations
Required skills
Vendor relationship management, SLA compliance, operational governance, workforce management concepts, cross-functional process design, data analysis
Preferred skills
Experience with Zendesk, Twilio Flex, Looker, Tableau
Technologies
Zendesk, Twilio Flex, Looker, Tableau
Responsibilities
Own daily operational execution and SLA compliance across partner-managed queues; Lead vendor huddles, intraday performance tracking, and weekly operational performance reviews; Conduct bi-weekly cross-site calibration sessions; Audit site culture, agent sentiment, and leadership-to-agent ratios; Evaluate and recommend optimal geographical talent pools; Partner with vendor recruitment teams to refine candidate profiles.
Seniority
Senior, hands-on IC
