Vendor Management Manager, Customer Support

Empower is seeking a Vendor Management Manager to oversee global BPO partnerships within the Customer Support (CS) organization. This role ensures external support providers deliver a high-quality, consistent, and brand-aligned customer experience. The role is responsible for the end-to-end performance and day-to-day operations of our BPO partners. You will own the BPO relationship, serve as the main liaison between Empower’s internal CS team and all third-party support vendors, and manage contracts, governance, and ongoing relationships. You will monitor performance and implement action plans, collaborate with stakeholders to align support capacity, and lead day-to-day operations across vendor sites. You will also contribute to outsourcing strategy and scaling initiatives.