CX Vendor Manager Lead

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit www.roadie.com. We’re looking for a CX Vendor Manager Lead to guide Roadie’s outsourced support strategy and lead a small team of CX Vendor Managers in driving world-class service across multiple BPO partners. In this high-impact role, you’ll set the vision for vendor performance, coach your team, and ensure our partners deliver a consistent, high-quality customer experience. You’ll serve as the connective tissue between Roadie, our vendors, and internal stakeholders—ensuring operational excellence, continuous improvement, and scalable support as we grow. What You’ll Do Own the end-to-end strategy and performance of Roadie’s third-party contact center vendors, ensuring alignment with Roadie’s CX goals Lead and mentor CX Vendor Managers, driving accountability, performance, and effective escalation management Drive comprehensive vendor assessments by analyzing performance data, KPIs, compliance, quality, and service levels Monitor and manage vendor performance, holding partners accountable to Roadie’s service delivery and quality expectations Identify opportunities for operational improvements and guide your team in building clear action plans to drive measurable results Collaborate and align with Training & Quality to oversee initial and ongoing training and enablement requirements for all vendor partners. Ensure adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns when needed Oversee and coordinate vendor performance audits (regulatory, technical, security, risk, etc.) and communicate insights to Roadie leadership Build and maintain strong vendor relationships, including facilitating QBRs, participating in contract negotiations, and overseeing invoice review and approvals Partner with Workforce Management to forecast capacity needs and allocate headcount across vendors Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning Owns risk management, including operational, contractual, and co-employment considerations What You Bring 5+ years of experience managing Customer Support vendor relationships, including oversight of outsourced contact center operations across multiple geographies, time zones, and support functions 5+ years of experience leading, coaching, or mentoring employees, with a track record of developing talent and driving performance Demonstrated ability to hold vendor managers and BPO partners accountable to operational, quality, and customer experience goals Strong experience partnering cross-functionally with Operations, WFM, Training, Quality, Product, and other key stakeholders Highly analytical with experience using data to identify trends, improve performance, and drive business decisions Excellent project management, organizational, and prioritization skills Outstanding written and verbal communication skills with the ability to influence stakeholders at all levels Self-motivated and solutions-oriented, with the ability to thrive in a fast-paced and evolving environment Demonstrated success in launching, transitioning, and optimizing BPO operations Strong working knowledge of Salesforce, Google Workspace, and Microsoft Office, and related business systems Why Roadie? Competitive compensation packages 100% covered health insurance premiums for yourself 401k with company match Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) Flexible work schedule with unlimited PTO Monthly 3-day weekends Monthly WFH stipend Paid sabbatical leave- tenured team members are given time to rest, relax, and explore The technology you need to get the job done This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.