CX Vendor Manager

CX Vendor Manager

Location: REMOTE

Roadie, a UPS Company, is a crowdsourced delivery platform. Founded in 2014, Roadie works with consumers, small businesses and enterprises across virtually every industry to enable scheduled, same day and urgent delivery in passenger vehicles across the U.S. With more than 200,000 drivers nationwide, Roadie reaches more than 20,000 zip codes the largest local same-day delivery network in the nation.

We are looking for a talented CX Vendor Manager to assist with the day to day management and oversight of Roadie’s multiple BPO partners. This high impact role is responsible for owning the customer support experience provided by our outsourced partners including service process, service delivery and continuous improvement.

What You’ll Do

• Manage all aspects of the relationship with Roadie’s third-party contact center vendors
• Prepare detailed vendor assessments by analyzing vendor performance and KPIs to evaluate compliance, quality assurance, and service levels
• Monitor and manage vendor performance ensuring adherence to Roadie service delivery and quality requirements
• Identify opportunity for improvements, ensuring clear action plans are established and holding vendors accountable for achievement
• Define and oversee initial and ongoing training and enablement requirements for partners, ensuring vendors are set up for success to support operations
• Ensure that vendors follow contract terms and conditions, commitments, and notifications, escalating deviations as needed
• Manage vendor performance audits (regulatory, technical, security, risk, etc.) and provide updates and feedback to Roadie leadership
• Handle activities to build and maintain partnership including but not limited to quarterly business reviews, contract negotiation and invoicing processing
• Forecast and allocate headcount alongside Workforce Management teams
• Help with other Customer Experience related operations as needed

What You Bring

• 2+ years of experience in Customer Support vendor management, or similar experience managing outsourced contact center operations
• Strong critical thinking and problem solving skills
• Analytically-oriented with a focus on leveraging data to drive efficiencies within the team
• Excellent project management and organization skills, able to multitask across initiatives big and small
• Strong written and verbal communication skills
• Experience with Salesforce, Microsoft Office, and Google products is a plus
• Is self-motivated, thrives with minimal guidance, and a knack for navigating ambiguity
• Proven track record of reliability and consistency with ability to work a flexible schedule to accommodate international vendors
• Prior experience launching new BPO operations, a plus!

Why Roadie?

• Competitive compensation packages
• 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
• The technology you need to get the job done