Vendor Operations & Governance Specialist

About the role

For our client, we are seeking a Vendor Operations & Governance Specialist to join the team of a leader in the Enterprise Technology space. This role will focus on driving vendor operational excellence, governance, and performance management across partner-managed support environments. The Specialist will partner closely with internal stakeholders and external vendors to ensure service levels, quality standards, and workforce alignment support strong customer outcomes. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Own daily operational execution and ensure SLA compliance for partner-managed queues
• Drive partner performance to exceed Customer Satisfaction KPIs and quality standards
• Lead vendor huddles and conduct weekly operational performance reviews
• Implement Root Cause & Action Plan processes to address operational challenges
• Audit site culture and performance metrics to maintain attrition below target

Qualifications

• 5+ years in vendor site or contact center operations managing vendor relationships for a 100+ FTE footprint
• Strong background in operational governance, audits, and performance measurement
• Fluency in workforce management concepts to support cross-functional alignment
• Experience with developer-first or SaaS platforms, particularly Zendesk or a comparable customer support platform
• Demonstrated expertise in designing processes and workflows that enhance operational excellence

Benefits

• Competitive pay and performance-linked equity plans
• Generous paid time off and parental leave
• Healthcare coverage and a retirement savings plan
• Opportunities for personal development and wellness leave

Pay

Compensation: $116,960 – $146,200 annually