Manager, Support Vendor Management

Headspace

Manager leading Support Vendor Management at Headspace, shaping member support operations and overseeing outsourced relationships. Ensuring high-quality member experiences and effective service delivery.

Posted 5/4/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSenior💰 $84,600 - $118,000 per yearWebsite

About the role

Key responsibilities & impact

Own and manage the relationship with our Business Process Outsourcer (BPO)
Define and execute the strategy for outsourced support
Monitor and evaluate outsourced support performance
Lead a team of agents responsible for handling member interactions
Partner cross-functionally and collaborate with external vendors
Serve as the central point of contact for high-priority escalations

Requirements

What you’ll need

5+ years of experience in customer support or operations
3+ years in leadership roles
Proven experience managing Business Process Outsourcer (BPO) or equivalent vendor relationships
Strong analytical and reporting skills
Demonstrated ability to coach, develop, and manage high-performing teams
Excellent communication and stakeholder management skills
Strong organizational skills

Benefits

Comp & perks

stock awards
comprehensive healthcare coverage
monthly wellness stipend
retirement savings match
lifetime Headspace membership
generous parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

leadershipanalytical skillsreporting skillscoachingteam managementcommunicationstakeholder managementorganizational skills