Vendor Management Specialist

About the Role
Global Support Organization (GSO) is the critical business team which partners with Community Operations to deliver Customer Satisfaction across our Delivery, Mobility and Platform Integrity verticals. Our goal is to fuel growth and client acquisition by optimizing BPO structures, scaling processes, and fostering strong vendor relationships across multiple markets and languages.
We constantly innovate by building new products, simplify processes, automate, reduce defects and thereby reduce the cost of our support. As a Mobility Vendor Management Specialist, you are an exceptional professional who can set a tactical vision and coordinate cross-functional groups in order to deliver on GSO and CommOps goals and priorities. You are able to work within highly-matrixed organizations and drive project management, execution and impact.
In this role, you will be responsible and accountable for building and managing BPO partnerships, ensuring that all vendors deliver on key performance metrics, including efficiency targets, quality, and productivity. You will also contribute to global initiatives, implementing best-in-class performance management models and developing the BPO structure to meet the diverse demands of each market within your scope.
You will collaborate closely with regional, central, and global teams to ensure a unified approach to delivery, execution, and performance across Mobility.
We’re looking for someone passionate about customer service processes, who can use expertise in the implementation of performance management routines and deployment of tactical projects, to have a state-of-art operation in our BPO sites.
What You’ll Do
Collaboration and Partnership
Collaborate with internal stakeholders and external BPO partners to continuously uplift productivity, quality, and operational maturity. Drive adoption of best practices, performance frameworks, and transformation initiatives that enhance overall partner capability and long-term ecosystem health.
Oversee End-to-End Service Delivery Performance
Monitor and control service delivery performance across vendors to ensure alignment with established KPIs and strategic goals. Proactively identify trends, risks, and opportunities, and implement data-driven improvement plans to sustain and elevate performance standards.
Drive Performance Improvement and Operational Excellence
Maintain a strong focus on quality, efficiency, and customer outcomes across all BPO locations. Analyze performance trends across markets, partners, and verticals to proactively identify performance gaps and deploy targeted action plans to restore or enhance performance metrics.
Innovation and Continuous Improvement