Director, Vendor Delivery

Accountabilities: Performance Management and Process Excellence Oversee third-party vendor performance against service-level agreements (SLAs), key performance indicators (KPIs), staffing targets, and contractual requirements. Monitor contact volumes, average handling time, abandonment rates, workforce utilization, occupancy, and other operational metrics to identify trends and improve results. Establish quality controls, audits, and compliance checkpoints to ensure accurate, complete, and effective customer interactions and escalations. Analyze performance data and quality assurance findings to identify improvement opportunities, address agent-level performance gaps, and implement targeted coaching plans. Apply continuous improvement methodologies, including Lean and Six Sigma principles, to optimize workflows and achieve measurable operational outcomes. Manage operational risks, develop contingency plans, and maintain service continuity as policies, eligibility requirements, and customer needs evolve. Support budget alignment and oversee vendor incentive and penalty structures in accordance with contractual expectations. Operational Leadership and Vendor Delivery Direct the delivery of third-party customer support operations, ensuring consistent, high-quality service across Tier 1 and Tier 2 support channels. Lead vendor teams in meeting performance goals through effective coaching, quality monitoring, performance reviews, and structured improvement plans. Oversee quality assurance reviews, operational documentation, business reviews, and performance improvement roadmaps. Collaborate with training and learning development leaders to implement coaching strategies and training programs tailored to agent needs. Conduct root cause analyses and coordinate corrective actions to resolve recurring service issues and improve operational effectiveness. Ensure escalations to specialized support teams are justified, accurate, complete, and properly documented, minimizing avoidable rework. Leverage analytics, enterprise systems, and automation tools to improve productivity, operational visibility, and service scalability. Stakeholder Engagement and Strategic Communication Serve as a subject matter expert and strategic partner for vendor teams, providing guidance on complex operational and customer service challenges. Build strong relationships with internal leaders, program stakeholders, external vendors, and cross-functional partners. Communicate performance results, escalation trends, risks, and improvement plans clearly to leadership and relevant stakeholders. Align vendor operations with broader organizational objectives, customer experience standards, and program requirements. Coordinate cross-functional initiatives to address customer needs, strengthen accountability, and deliver consistent service outcomes. Explore and implement innovative solutions, including AI-enabled tools, to improve contact center performance and customer engagement. Requirements Professional Experience: At least 7 years of progressive experience in contact center operations, including managing large-scale, multichannel environments encompassing voice, email, chat, and self-service support. Leadership and Vendor Management: Demonstrated ability to lead third-party service providers, influence cross-functional teams, manage operational performance, and drive accountability across distributed teams. Performance Optimization: Proven experience managing and improving operational metrics such as SLAs, average handling time (AHT), first contact resolution (FCR), customer satisfaction (CSAT), and net promoter score (NPS). Operational Expertise: Strong knowledge of workforce management, capacity planning, quality assurance, performance monitoring, frontline coaching, and continuous improvement strategies. Strategic Problem-Solving: Ability to analyze complex operational challenges, conduct root cause investigations, develop scalable solutions, and translate data into actionable business decisions. Technology and Innovation: Familiarity with generative AI applications in contact center operations and a willingness to experiment with emerging technologies, automation, and digital tools. Communication Skills: Excellent written, verbal, presentation, and stakeholder management skills, with the ability to communicate performance insights and recommendations clearly. Education: A bachelor's degree in business, operations, organizational leadership, or a related field is preferred. Equivalent practical experience in contact center leadership and operations will also be considered. Professional Attributes: A collaborative, empathetic, and proactive leadership style, strong organizational skills, a commitment to continuous learning, and the ability to adapt to changing priorities. Additional Requirements: Authorization to work in the United States and availability to travel approximately 3–4 times per year for business meetings, including potential international vendor visits. Benefits Competitive salary: Hiring range of $80,000–$125,000 annually, depending on location, experience, qualifications, and relevant market benchmarks. Remote flexibility: Work remotely from the United States, with a hybrid option available for employees living near designated offices. Retirement and financial benefits: Access to retirement savings benefits and opportunities for annual bonuses, merit-based salary increases, and career advancement. Career development: Opportunities to expand leadership capabilities, strengthen operational expertise, and contribute to organizational transformation. Meaningful work: The opportunity to improve educational experiences and help students and educators access important academic opportunities. Collaborative environment: Work alongside cross-functional teams and external partners in an environment that values diverse perspectives, inclusion, and shared accountability. Technology and innovation: Opportunities to explore emerging digital tools and AI-driven solutions that improve customer service and operational efficiency. Work-life flexibility: A remote-first approach designed to support flexibility, with occasional business travel required.