Sr. Manager of Vendor Performance and Operations

📋 Description

• Own day-to-day governance of Imprint's primary BPO partner.
• Establish and enforce scorecards, SLAs, and accountability.
• Lead weekly and monthly business reviews with BPO leadership.
• Build independent financial validation to audit vendor invoices.
• Manage site expansion to offshore Philippines and nearshore Colombia/El Salvador.
• Use spreadsheets and BI tools to identify patterns, risks, and opportunities.

🎯 Requirements

• 7+ years in direct BPO governance or vendor management.
• Reverse vendor-driven dynamics; independent oversight.
• Strong familiarity with contact center metrics: HT, FCR, ASA, CSAT.
• Vendor financial modeling: tier pricing, FTE equivalents, headcount.
• Proficiency with Google Sheets and Excel for validation and reporting.
• BI tools and large datasets; navigate data without SQL.

🎁 Benefits

• Competitive compensation and equity packages.
• Leading configured work computers of your choice.
• Flexible paid time off.
• Fully covered healthcare including dependent coverage.
• One Medical access and optional FSA.
• 20 weeks paid parental leave for primary caregiver and 8 weeks for all new parents.