Customer Solutions Manager, Partner Management

About the Role

The Manager of Customer Solutions Partner Management is responsible for the strategic planning and management of all inbound/outbound international partner support contact center operations, including Technical Support and Account Service. This role requires a strong and capable people-leader with experience managing large-scale BPO relationships in a complex and dynamic environment. The Manager will act as an advocate for the customer, leading and inspiring contact center partners to provide best-in-class contact resolution and customer service 24/7. This leader will build and maintain strong partner relationships, creating clear accountability, alignment, and trust, and will own both the problem and the solution with a growth mindset that challenges the status quo and drives meaningful action.

What You Will Be Working On

• Shape the ongoing partner strategy while driving significant improvements in customer service through contact resolution, customer experience, revenue generation, and employee engagement.
• Manage key performance indicators that drive partner and department success, including CR, AHT, Work Orders, NPS, and revenue generation.
• Develop the next level of leaders and drive effective execution across partner sites.
• Support the continued development of the overall department.
• Travel to partner sites on an as-needed basis to strengthen relationships, support execution, and identify performance opportunities.

Who You Will Work With

VP Customer Care; Sr. Director Partner Management; Sr. Directors/Directors and Sr. Managers/Managers, Care Monitoring, Customer Solutions, Retention, Collections, Training, Quality, and Revenue.

Job Responsibilities

• Develop and manage business relationships with contact center partners (international travel required).
• Ensure partner compliance with strategies, tactics, objectives, and initiatives.
• Build and maintain strong strategic relationships with assigned partner sites, ensuring alignment, trust, accountability, and consistent execution.
• Partner with site leadership to identify performance gaps, create action plans, and drive measurable improvement.
• Lead regular business reviews with partner sites focused on performance trends, operational priorities, risks, and opportunities.
• Develop and execute strategies that improve customer outcomes, operational efficiency, revenue performance, and partner consistency.
• Coach and develop the next level of leaders by helping supervisors and managers improve leadership capability, business acumen, and execution discipline.
• Drive accountability across partner teams by setting clear expectations, following up on commitments, and ensuring progress against priorities.
• Identify root causes of operational issues and lead cross-functional problem-solving efforts to improve long-term performance.
• Influence internal and external stakeholders to align on priorities, remove barriers, and support department goals.

Required Skills

• Demonstrated history of delivering business and financial results through individual efforts and collaborative teamwork.
• Demonstrated leadership skills with proven ability to influence outside of direct control.
• Project Management experience and skillset.
• Superior interpersonal and communication skills.
• Excellent time management skills.
• Ability to think strategically and utilize strong creative problem-solving skills.
• Ability to analyze operational data and provide data-driven recommendations.
• Executive verbal and written communication as well as strong data visualization and presentation skills.
• Microsoft Office (PowerPoint, Excel, Word) skills required.

Qualifications

• 4+ years of progressive Contact Center and BPO vendor management experience with a proven track record of success managing partner teams.
• Experience managing contact center operations.
• Knowledge of contact center industry with some depth of technical expertise (tools, systems, processes, etc.).
• Bachelor's degree or equivalent work experience required.
• Project Management and/or portfolio management certification & experience a plus.
• Experience with vendor transitions and new site launches.
• Expected travel is 30 – 50%.

Benefits

• Paid holidays and flexible paid time away.
• Your choice between Mac or PC.
• Employee pricing on smart home products.
• Casual dress code.
• Onsite gym and gaming tables across campus.
• Onsite health clinic.
• Medical/dental/vision/life coverage.

What We Stand For

• Honesty and Integrity Come First: Do the right thing.
• Customer Obsession is Our Advantage: A relentless passion to serve the customer.
• Innovation is Essential: Today's innovation is tomorrow's lifeblood.
• We Win Together: Individuals win games; teams win championships.
• Exceptional is Expected: Talk is cheap; create value, not just motion.
• We Give Back: Helping people is core to our DNA.

Working Conditions

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Safety

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each employee is responsible for completing all training requirements and maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.