CX Vendor Manager – Lead

Roadie

CX Vendor Manager Lead guiding Roadie’s outsourced support strategy with BPO partners. Driving world-class service and aligning vendor performance with customer experience goals.

Posted 6/8/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Own the end-to-end strategy and performance of Roadie’s third-party contact center vendors, ensuring alignment with Roadie’s CX goals
Lead and mentor CX Vendor Managers, driving accountability, performance, and effective escalation management
Drive comprehensive vendor assessments by analyzing performance data, KPIs, compliance, quality, and service levels
Monitor and manage vendor performance, holding partners accountable to Roadie’s service delivery and quality expectations
Identify opportunities for operational improvements and guide your team in building clear action plans to drive measurable results
Collaborate and align with Training & Quality to oversee initial and ongoing training and enablement requirements for all vendor partners.
Ensure adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns when needed
Oversee and coordinate vendor performance audits (regulatory, technical, security, risk, etc.) and communicate insights to Roadie leadership
Build and maintain strong vendor relationships, including facilitating QBRs, participating in contract negotiations, and overseeing invoice review and approvals
Partner with Workforce Management to forecast capacity needs and allocate headcount across vendors
Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning
Owns risk management, including operational, contractual, and co-employment considerations

Requirements

What you’ll need

5+ years of experience managing Customer Support vendor relationships, including oversight of outsourced contact center operations across multiple geographies, time zones, and support functions
5+ years of experience leading, coaching, or mentoring employees, with a track record of developing talent and driving performance
Demonstrated ability to hold vendor managers and BPO partners accountable to operational, quality, and customer experience goals
Strong experience partnering cross-functionally with Operations, WFM, Training, Quality, Product, and other key stakeholders
Highly analytical with experience using data to identify trends, improve performance, and drive business decisions
Excellent project management, organizational, and prioritization skills
Outstanding written and verbal communication skills with the ability to influence stakeholders at all levels
Self-motivated and solutions-oriented, with the ability to thrive in a fast-paced and evolving environment
Demonstrated success in launching, transitioning, and optimizing BPO operations
Strong working knowledge of Salesforce, Google Workspace, and Microsoft Office, and related business systems

Benefits

Comp & perks

100% covered health insurance premiums for yourself
401k with company match
Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
Flexible work schedule with unlimited PTO
Monthly 3-day weekends
Monthly WFH stipend
Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
The technology you need to get the job done

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

vendor managementperformance analysisKPI analysiscompliance managementquality assurancerisk managementBPO operationsproject managementdata analysiscapacity forecasting

Soft Skills

leadershipmentoringaccountabilitycommunicationcollaborationorganizational skillsprioritizationself-motivationsolutions-orientedinfluencing