CX Vendor Operations & Workforce Manager
About The Position
The CX Vendor Operations & Workforce Manager is responsible for building, scaling, and optimizing Tapstitch’s global CX delivery network; ensuring every partner, process, and performance metric upholds our promise of premium, efficient, and reliable service. You will own the day-to-day and long-term performance of all CX delivery partners (Tier 1–3), manage the operational relationship with external teams, and ensure they consistently meet Tapstitch’s standards for quality, responsiveness, and customer care. You will also own global contact forecasting, workforce planning, and SLA protection, ensuring the right teams are staffed at the right time across vendors and in-house teams. In close partnership with CX Excellence, you’ll help ensure skills, staffing, and capacity align to Tapstitch’s growth trajectory. This role is both strategic and deeply operational. You will anticipate volume swings, hiring needs, and seasonal patterns several quarters ahead, building a delivery engine that is resilient, scalable, and able to support new product launches, business expansion, and rapid growth.
Requirements
- 7–10 years of experience in CX operations, vendor management, or workforce planning in SaaS, ecommerce, retail, or global service organizations.
- Demonstrated success managing BPO partners and driving SLA, CSAT, and NPS improvements.
- Strong experience in workforce management, capacity modeling, and forecast-to-actual analysis.
- Deep understanding of CX performance metrics (NPS, CSAT, SLA, QA, AHT).
- Proficiency in forecasting and analytics tools (Excel, Tableau, Power BI, or similar).
- Strong communication, relationship building, and negotiation skills.
- Ability to balance high standards with strong cross-functional partnership.
- Willingness to travel internationally for vendor audits, training, and alignment.
- Ability to work flexibly—our community isn't limited to 9-5
Responsibilities
- Global Vendor Oversight & Partnership Management
- SLA Management, Capacity Planning & Workforce Optimization
- Performance, Incentives & Accountability
- Cultural Programming & Engagement
- Network Expansion & Operational Excellence
Benefits
- Competitive compensation and equity package.
- Mostly in-person work setup with team HQ in NYC.
- Medical, dental, and vision insurance.
- The opportunity to be a part of a high-growth startup building from 0-1.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
