Own the health, performance, and long-term scalability of multiple support partner and vendor relationships.
Drive commercial and operational accountability (SLAs, QBRs, escalation paths, remediation plans), while building the operating model that enables support to scale without linear headcount growth.
Establish the WFM approach across internal and BPO teams (forecasting, capacity planning, staffing assumptions, coverage standards).
Stand up a consistent planning cadence tied to business drivers (weekly/monthly/quarterly) and ensure partners operate to it.
Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints; translate operational signals into recommendations for leadership.

Requirements

5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment.
Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
Awareness of and some experience with workforce planning approaches—e.g., forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems. across global, multi-site support operations.
Strong analytical and operational rigor: comfort working with data to define inputs/assumptions, evaluate tradeoffs, and drive outcomes (you do not need to be a data scientist, but you must be fluent).
Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar), and comfort partnering with Systems/Tooling to implement scalable processes.
Exposure to WFM platforms and concepts (e.g., NICE, Assembled, Calabrio, Playvox, etc.)—with an emphasis on translating operational needs into platform requirements and governance.
Strong communication skills and executive presence: ability to align diverse stakeholders, negotiate priorities, and drive accountability across internal teams and external partners.
Comfort operating in fast-paced, ambiguous environments where you’re expected to build the structure, not just maintain the inherited ones.

Benefits

Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
401(k) retirement plan with employer match
Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
Mental health and wellness support
Employer-paid basic life and disability coverage
Annual learning and development stipend to fuel your professional growth
Daily meals in our offices, and meal delivery credits as eligible
Relocation support for eligible employees
Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

vendor operations managementsupport operationspartner performance leadershipvendor governanceSLA designKPI designworkforce planningforecasting frameworkscapacity modelsperformance-to-plan systems

Soft Skills

analytical skillsoperational rigorcommunication skillsexecutive presencestakeholder managementnegotiation skillsaccountabilityadaptabilityproblem-solvingdecision-making