CX Vendor Manager Lead

About Roadie

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door.

Role Overview

We’re looking for a CX Vendor Manager Lead to guide Roadie’s outsourced support strategy and lead a small team of CX Vendor Managers in driving world-class service across multiple BPO partners. In this high-impact role, you’ll set the vision for vendor performance, coach your team, and ensure our partners deliver a consistent, high-quality customer experience. You’ll serve as the connective tissue between Roadie, our vendors, and internal stakeholders—ensuring operational excellence, continuous improvement, and scalable support as we grow.

What You’ll Do

• 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

What You Bring

• 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 mindset