CX Vendor Manager Lead

TL;DR

CX Vendor Manager Lead: Guiding hirify.global’s outsourced support strategy and leading a team of vendor managers to drive world-class service across multiple BPO partners with an accent on operational excellence and performance accountability. Focus on managing vendor relationships, optimizing contact center performance, and ensuring scalable support as the company grows.

Location: Must be authorized to work in the U.S. (No visa sponsorship)

Company

hirify.global, a UPS company, is a leading logistics and delivery platform providing scalable, same-day, and big-and-bulky delivery solutions across the United States.

What you will do

• Own the end-to-end strategy and performance of third-party contact center vendors.
• Lead and mentor a team of CX Vendor Managers to drive accountability and performance.
• Analyze performance data, KPIs, and quality metrics to conduct comprehensive vendor assessments.
• Oversee vendor performance audits and ensure adherence to SLAs and contractual standards.
• Collaborate with Workforce Management to forecast capacity and allocate headcount across vendors.
• Manage risk, including operational, contractual, and co-employment considerations.

Requirements

• 5+ years of experience managing Customer Support vendor relationships and outsourced contact center operations.
• 5+ years of experience leading, coaching, or mentoring employees.
• Must be authorized to work for any employer in the U.S. (No visa sponsorship).
• Demonstrated success in launching, transitioning, and optimizing BPO operations.
• Strong analytical skills with experience using data to drive business decisions.
• Proficiency in Salesforce, Google Workspace, and Microsoft Office.

Culture & Benefits

• Competitive compensation packages with 401k company match.
• 100% covered health insurance premiums for employees.
• Tuition and student loan repayment assistance.
• Flexible work schedule with unlimited PTO.
• Monthly 3-day weekends and monthly WFH stipend.
• Paid sabbatical leave for tenured team members.