Senior Program Manager I

About this role

📋 Description Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes. Lead executive-level vendor governance (e.g. QBRs, escalations). Define operational strategies for horizontal services across the vendor network. Partner with the Business Analyst team to shape what metrics and dashboards are needed to run the Use data to diagnose performance gaps, validate trends, and prioritize interventions.

Run ad-hoc analyses and scenario modeling to support rapid decision-making. 🎯 Requirements 8+ years of expertise in vendor/BPO management, operations, or related fields Strong analytical background with the ability to define the right questions, work with analysts to Proven ability to drive vendor accountability through scorecards, governance, and structured Track record of leading large, cross-functional programs with measurable business impact.

Exceptional communication and influencing skills with internal and vendor executives. Experience managing vendor networks of 2,000+ agents across multiple geographies (preferred). 🎁 Benefits 100% subsidized medical coverage, dental and vision for you and your dependents Monthly stipends for health, wellness and tech spending Flexible time off and generous holiday calendars Employee stock purchase plan (ESPP)

Source listing: empllo_remote