Director, Vendor Delivery
Core
Leading end-to-end delivery of SSD Tier 1 support through third-party contact center partners to ensure optimal customer experiences for students and educators.
Role type
Director, Vendor Delivery (Operations)
Builds
World-class digital assessment delivery experience and customer support services
Domain
Education technology / Customer Experience / Contact Center Operations
Required skills
Contact center operations management, Vendor management, Performance metrics analysis (SLAs, KPIs), Quality assurance, Lean/Six Sigma, Workforce management, Data-driven decision making, Cross-functional leadership, Coaching frameworks, ERP systems, Generative AI applications
Preferred skills
Bachelor's degree in Business, Operations, or Organizational Leadership
Technologies
ERP systems, Analytics tools, Automation platforms, AI-driven solutions
Responsibilities
Drive operational integrity and compliance for vendor teams, Track and optimize call center performance against SLAs and KPIs, Implement continuous improvement strategies using data analytics, Lead coaching and training initiatives for vendor agents, Manage escalation quality and root cause analysis, Collaborate with stakeholders to align service delivery with program goals
Seniority
Director, strategic leadership & operational oversight
