Support Vendor Manager, APAC
Core
Own the health, performance, and long-term scalability of multiple support partner and vendor relationships, driving commercial and operational accountability while building operating models for scale.
Role type
Senior Vendor Operations Manager
Builds
Scalable support operations and vendor governance frameworks
Domain
Customer Support Operations / BPO Management
Required skills
Vendor/BPO operations management, SLA/KPI design, performance remediation, escalation management, workforce planning, operational reporting, stakeholder negotiation
Preferred skills
Experience with Salesforce Service Cloud, data fluency for operational analysis, building structure in ambiguous environments
Technologies
Salesforce Service Cloud
Responsibilities
End-to-end vendor leadership and relationship health oversight, defining and managing SLA/KPI performance expectations, serving as primary escalation point for vendor issues and incidents, partnering on contract levers and staffing commitments, producing executive-level reporting on vendor health and capacity risk
Seniority
Senior, hands-on IC
