Senior Vendor Manager

Hagerty

4d•Remote

About The Position

Senior Vendor Manager Say hello to Hagerty Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do, and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We’re proud to be the world’s largest insurer of collectible and enthusiast vehicles and are home to the Hagerty Drivers Club, the world’s largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We’re committed to Never Stop Driving. Ready to get in the driver’s seat? Join us! As a Senior Vendor Manager you will lead and manage the strategic relationship with our outsourced BPO partner(s) responsible for call center agent services. This individual will serve as the primary point of contact, ensuring the vendor consistently meets or exceeds agreed-upon performance metrics and service level agreements (SLAs). The Senior Vendor Manager will be accountable for driving operational excellence, fostering strong partnerships, and communicating critical insights and updates to the call center leadership team.

Requirements

Proven experience managing vendor relationships, ideally within BPO or call center outsourcing environments.
Strong understanding of call center operations, KPIs, and performance management.
Excellent communication, negotiation, and interpersonal skills.
Ability to analyze data and provide meaningful insights to leadership.
Problem-solving mindset with a proactive approach to issue resolution.
Experience working with multiple stakeholders and balancing competing priorities.

Nice To Haves

Bachelor’s degree in Business, Management, or a related field preferred.

Responsibilities

Serve as the primary liaison between the BPO vendor and internal call center leadership, ensuring clear, timely communication of performance status, risks, and opportunities.
Directly impact call center operational results by managing vendor performance to meet or exceed key metrics and SLAs.
Collaborate with the vendor to identify, escalate, and resolve operational issues promptly.
Analyze vendor performance data and trends to proactively address issues and recommend enhancements
Provide regular, transparent, and actionable reporting to call center leadership on vendor performance, highlighting successes and areas requiring improvement.
Develop and oversee corrective action plans in partnership with the vendor to address performance gaps.
Facilitate ongoing relationship management, including periodic business reviews and contract renewals.
Complete new request for information, requests for proposals and statement of work negotiation in alignment with Senior Leaders.
Drive vendor accountability to support business goals, ensuring outsourced agents deliver high-quality service aligned with company standards.
Ensure compliance with company policies, industry standards, and regulatory requirements in vendor operations.
Coordinate cross-functional stakeholder communication to align vendor efforts with business goals.
Oversee elements of the vendor management budget related to outsourcing contracts, including monthly invoice reconciliation and ensure cost-effectiveness.
For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.