Roadie - CX Vendor Manager Lead
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Requirements
• 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
Responsibilities
• 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
Benefits
• 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 • Paid sabbatical leave- tenured team members are given time to rest, relax, and explore • The technology you need to get the job done • This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.
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