Manager, Support Vendor Management

Role Impact:

• Sits at the heart of the member experience, shaping how support is delivered to ensure it is thoughtful and high-quality.
• Gains deep insight into member needs and company growth to make the support experience more seamless and impactful.

Responsibilities:

• Defines and executes the strategy for outsourced support, including vendor management and cost optimization.
• Leads a team of agents handling member interactions and high-risk escalations.
• Partners cross-functionally and with external vendors to align on policies, processes, and tooling updates.

Candidate Profile:

• Brings 5+ years in customer support/operations with 3+ years in leadership roles and proven BPO vendor management experience.
• Possesses strong analytical skills to translate data into insights and excellent communication for stakeholder management.
• Thrives in a fast-paced environment, managing multiple priorities with strong organizational abilities.