CX Vendor Manager Lead

<div class="content-intro"><p>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.</p> <p>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. For more information, visit&nbsp;<u><a href="http://www.roadie.com" target="_blank">www.roadie.com</a></u>.</p></div><p>We’re looking for a <strong>CX Vendor Manager Lead</strong> 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.</p> <p><strong>What You’ll Do</strong></p> <ul> <li>Own the end-to-end strategy and performance of Roadie’s third-party contact center vendors, ensuring alignment with Roadie’s CX goals</li> <li>Lead and mentor CX Vendor Managers, driving accountability, performance, and effective escalation management</li> <li>Drive comprehensive vendor assessments by analyzing performance data, KPIs, compliance, quality, and service levels</li> <li>Monitor and manage vendor performance, holding partners accountable to Roadie’s service delivery and quality expectations</li> <li>Identify opportunities for operational improvements and guide your team in building clear action plans to drive measurable results</li> <li>Collaborate and align with Training &amp; Quality to oversee initial and ongoing training and enablement requirements for all vendor partners.</li> <li>Ensure adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns when needed</li> <li>Oversee and coordinate vendor performance audits (regulatory, technical, security, risk, etc.) and communicate insights to Roadie leadership</li> <li>Build and maintain strong vendor relationships, including facilitating QBRs, participating in contract negotiations, and overseeing invoice review and approvals</li> <li>Partner with Workforce Management to forecast capacity needs and allocate headcount across vendors</li> <li>Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning</li> <li>Owns risk management, including operational, contractual, and co-employment considerations</li> </ul> <p><strong>What You Bring</strong></p> <ul> <li>5+ years of experience managing Customer Support vendor relationships, including oversight of outsourced contact center operations across multiple geographies, time zones, and support functions</li> <li>5+ years of experience leading, coaching, or mentoring employees, with a track record of developing talent and driving performance</li> <li>Demonstrated ability to hold vendor managers and BPO partners accountable to operational, quality, and customer experience goals</li> <li>Strong experience partnering cross-functionally with Operations, WFM, Training, Quality, Product, and other key stakeholders</li> <li>Highly analytical with experience using data to identify trends, improve performance, and drive business decisions</li> <li>Excellent project management, organizational, and prioritization skills</li> <li>Outstanding written and verbal communication skills with the ability to influence stakeholders at all levels</li> <li>Self-motivated and solutions-oriented, with the ability to thrive in a fast-paced and evolving environment</li> <li>Demonstrated success in launching, transitioning, and optimizing BPO operations</li> <li>Strong working knowledge of Salesforce, Google Workspace, and Microsoft Office, and related business systems</li> </ul> <p><strong>Why Roadie?</strong></p> <ul> <li>Competitive compensation packages&nbsp;</li> <li>100% covered health insurance premiums for yourself</li> <li>401k with company match</li> <li>Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)&nbsp;</li> <li>Flexible work schedule with unlimited PTO&nbsp;</li> <li>Monthly 3-day weekends</li> <li>Monthly WFH stipend&nbsp;</li> <li>Paid sabbatical leave- tenured team members are given time to rest, relax, and explore</li> <li>The technology you need to get the job done</li> </ul> <div class="job__description body"> <div> <div class="job__description body"> <div> <div class="intro"> <p><strong>This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.&nbsp;</strong></p> </div> </div> </div> </div> </div>