Vendor Performance Manager, Customer Support

Role Description

We are seeking a Call Center Vendor Manager to establish, manage, and optimize outsourced operations supporting specialty and general customer service groups. In this critical Individual Contributor (IC) role, you will be responsible for the end-to-end performance lifecycle: from architecting new workflows, defining KPIs to driving daily execution and continuous improvement. You will leverage data analysis, performance dashboards, and insightful reporting to hold vendors accountable for meeting KPIs. In addition, you will drive an improved customer experience through identifying and resolving process gaps, developing outage management strategies, contributing significantly to system design and migration, and creating impactful agent scripting/training. Your ability to design programs from scratch, build relationships within GFiber and at the vendor will be key to driving process improvements. You will need to be a master story teller translating complex business problems into simple actionable insights.

In this role, you’ll:

• Drive customer experience improvements by designing, launching, and managing vendor operations; define end-to-end workflows, workforce requirements, routing strategies, and KPIs to ensure efficient call handling and productivity.
• Develop and implement pilot programs, agent scripts, and training modules; analyze vendor performance data, CSAT, and customer insights to identify trends, address process gaps, and drive continuous improvement in service quality and customer experience, including specific protocols for customer outages.
• Proactively identify inefficiencies in existing processes and lead improvement initiatives; leverage a system-design mindset to contribute significantly to the transition from legacy systems to new platforms, designing and implementing solutions from the ground up.
• Create, maintain, and evolve performance dashboards and reporting mechanisms; analyze data to visualize trends, measure vendor productivity against KPIs, and deliver actionable weekly insights to leadership and vendor partners.
• Lead regular vendor performance reviews, presenting data-driven insights and strategic recommendations to manage relationships effectively, ensure accountability towards achieving operational targets, and align on performance management strategies.
• Participate in an “On Call” rotation every 6 weeks, including nights, weekends, and holidays.

At a minimum we’d like you to have:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in Internet Service Provider (ISP) operations.
• 7 years of experience in Call Center Vendor Management within