Vendor Performance Manager, Customer Support

gFiber

6d•$119,000 - $191,300

About The Position

gFiber is seeking a Call Center Vendor Manager to establish, manage, and optimize outsourced operations supporting specialty and general customer service groups. This individual-contributor role is responsible for the end-to-end vendor performance lifecycle, including architecting workflows, defining KPIs, driving daily execution, and leading continuous improvement. The role uses data analysis, dashboards, and reporting to hold vendors accountable, improve customer experience, resolve process gaps, develop outage-management strategies, contribute to system design and migration, and create agent scripts and training. Success requires building relationships within gFiber and with vendors, designing programs from the ground up, and translating complex business problems into clear, actionable insights. The position includes an on-call rotation every six weeks, including nights, weekends, and holidays, and requires domestic and nearshore travel up to 25% of the time. The US base salary range is $119,000–$191,300, plus bonus and benefits; pay varies by location. The role is not eligible for immigration sponsorship.

Requirements

Bachelor’s degree or equivalent practical experience.
At least 5 years of experience in Internet Service Provider (ISP) operations.
At least 7 years of experience in call center vendor management within customer service contact centers.
Experience manipulating and analyzing large data sets in spreadsheets, including Google Sheets, creating dashboards, and pulling data from SQL tables, to performance-manage results.
Experience managing cross-functional and cross-regional teams in project management, customer service, process quality, and process optimization.
Ability to travel 25% of the time domestically and to nearshore locations.

Nice To Haves

At least 5 years of experience managing a team within an ISP or similar technical industry.
Experience designing and implementing workflows, process improvements, and systems or tools for working with external parties.
Proven ability to drive back-office efficiency, monitoring, and KPI compliance.
Experience influencing internal and partner organizations, including engineering, field operations, shared services, customer service, and sales support, in developing value propositions.
Problem-solving skills and the ability to build and maintain capacity and budget.
Experience in contract negotiations.
Ability to adapt quickly and effectively in a fast-paced, constantly evolving team environment; self-starter with an analytical mindset and ability to work independently on multiple initiatives.

Responsibilities

Design, launch, and manage vendor operations to improve customer experience, including defining end-to-end workflows, workforce requirements, routing strategies, and KPIs.
Develop pilot programs, agent scripts, and training modules; analyze vendor performance data, CSAT, and customer insights to identify trends, address process gaps, and improve service quality and customer experience, including outage protocols.
Identify process inefficiencies and lead improvement initiatives; contribute to the transition from legacy systems to new platforms and design and implement solutions from the ground up.
Create, maintain, and evolve performance dashboards and reporting; analyze data, measure vendor productivity against KPIs, and deliver actionable weekly insights to leadership and vendor partners.
Lead regular vendor performance reviews, present data-driven insights and strategic recommendations, manage vendor relationships, ensure accountability for operational targets, and align on performance management strategies.
Participate in an on-call rotation every six weeks, including nights, weekends, and holidays.