Vendor Services Lead

Job Requisition ID # 26WD100483 Position Overview We are looking for an experienced Customer Service and Vendor Operations professional with 8+ years of experience in the Customer Service industry and 2–3+ years of team leadership experience. In this role, you will be responsible for driving vendor performance, customer experience, operational excellence, and continuous improvement. The ideal candidate is data-driven, customer-focused, and skilled at building and managing strong relationships with cross-functional stakeholders and vendor partners.

Own and drive vendor performance and customer experience metrics for assigned teams Monitor vendor performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets to ensure consistent performance Drive improvements across Productivity, First Contact Resolution (FCR), Customer Satisfaction (CSAT), CSCI, Average Handling Time (AHT), MRT, and Sales Leads Execute operational strategies and best practices in collaboration with vendor partners and internal stakeholders Conduct regular performance reviews, audits, and operational reviews with Operations Leads, ELs, POD Subject Matter Experts (SMEs), and OMs Ensure effective daily case management and timely resolution of customer issues Leverage Quality Assurance (QA) insights, performance data, and trends to identify coaching and process improvement opportunities Perform data analysis and Root Cause Analysis (RCA) to identify operational gaps, risks, and improvement opportunities Define and execute Start, Stop, and Continue actions based on performance trends and business priorities Build strong relationships with internal stakeholders and vendor partners to drive business outcomes Proactively identify and escalate Business Continuity risks, including system and tool availability, downtime, external dependencies, hiring, and training challenges Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality Minimum Qualifications 8+ years of experience in Customer Service, Customer Operations, or a related field 2–3+ years of team leadership experience, preferably managing teams of up to 50 employees Strong communication and stakeholder management skills Proven experience in Key Performance Indicator (KPI) and performance management Strong understanding of Customer Satisfaction (CSAT), Net Promoter Score (NPS), and other customer experience metrics Strong data analysis and Root Cause Analysis (RCA) skills Ability to identify operational gaps and proactively manage business and customer-impacting risks Strong ability to collaborate cross-functionally and build effective relationships with stakeholders and vendor partners Demonstrated ability to drive continuous improvement and operational excellence Preferred Qualifications Experience in Vendor Management or working closely with external vendor partners Experience in a product-oriented Customer Service environment Knowledge of Workforce Management (WFM) Experience with reporting, dashboards, and performance analytics Ability to analyze trends and translate data into actionable insights Experience leading large-scale process improvement and operational transformation initiatives The Ideal Candidate The ideal candidate is a customer-focused operations professional who combines strong leadership, analytical thinking, and vendor management skills to drive operational excellence and exceptional customer experiences Demonstrates strong leadership skills with the ability to guide, coach, and support high-performing teams Uses data, customer insights, and performance trends to identify operational gaps and recommend effective solutions Builds trusted relationships with internal stakeholders and vendor partners to achieve shared business objectives Takes ownership of operational and customer outcomes while maintaining a strong focus on quality and performance