Vendor Operations & Governance Specialist in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Vendor Operations & Governance Specialist based in United States.

This role is responsible for overseeing and optimizing global third-party vendor partnerships supporting customer operations. You will serve as a key operational bridge between internal teams and partner sites, driving consistent performance against SLAs, quality standards, and operational benchmarks. The position combines vendor relationship management, operational governance, workforce planning, performance analysis, and continuous improvement. You will use data and structured governance routines to identify risks, improve customer outcomes, and strengthen vendor accountability. The role also involves shaping talent strategies, onboarding practices, and operational processes across partner locations. You will collaborate closely with workforce management, quality, training, recruitment, and other cross-functional teams. This is an influential opportunity for an analytical and results-oriented professional who thrives in a fast-paced, globally distributed environment.

• Own daily operational execution across partner-managed queues, ensuring compliance with SLAs, quality expectations, customer satisfaction targets, productivity standards, and site performance benchmarks.
• Drive partner sites to improve key operational metrics, including productivity, CSAT, CES, quality assurance, and average handle time.
• Lead daily vendor huddles, intraday performance monitoring, and weekly business reviews to maintain visibility into performance and emerging issues.
• Establish monthly root-cause and action-plan processes to address operational bottlenecks, reduce customer friction, and deliver sustainable improvements.
• Conduct regular cross-site calibration sessions in partnership with internal Quality and Training teams to maintain consistent standards.
• Serve as the primary operational contact for vendor leadership and establish clear accountability, communication, and governance routines.
• Embed customer-focused operating principles across partner sites through coaching, onboarding practices, performance routines, and ongoing engagement.
• Audit site culture, agent sentiment, and leadership-to-agent ratios while monitoring attrition against established targets.
• Partner with Workforce Management to align headcount, ramp plans, scheduling, and interval coverage with operational requirements.
• Evaluate geographic talent pools and partner site profiles to support operational scaling, resource allocation, and territory optimization.
• Collaborate with vendor recruitment teams to refine candidate profiles for API-driven support environments and complex technical workloads.
• Work with partner sites to ensure new hires and multi-skilled employees receive consistent onboarding, training, and readiness support.
• Translate vendor performance data and operational trends into actionable insights for senior leadership and relevant stakeholders.
• Identify opportunities to improve processes, standardize workflows, and strengthen operational governance across the vendor ecosystem.

• You have 5+ years of experience in vendor site or contact center operations, including direct responsibility for vendor relationships and multi-channel support operations with a footprint of at least 100 full-time employees.
• You have a strong background in operational governance, including performance scorecards, site audits, calibration routines, continuous improvement frameworks, QBRs, MBRs, and other structured governance practices.
• You understand workforce management concepts such as occupancy, shrinkage, and schedule adherence and can partner effectively with internal WFM teams.
• You have experience working with developer-first or SaaS platforms, API-driven support environments, or complex technical customer workloads.
• You are familiar with operational systems and analytics tools such as Zendesk, Twilio Flex, Looker, Tableau, or comparable platforms.
• You can design and implement SOPs, workflows, and operational excellence practices while influencing standardization without relying on direct authority.
• You are highly analytical and capable of translating complex operational data into clear recommendations and executive-level insights.
• You demonstrate strong relationship management, communication, and influencing skills and can establish accountability with external partners.
• You are results-driven, organized, adaptable, and comfortable operating independently in a fast-paced environment.
• You bring a continuous improvement mindset and the ability to identify operational risks, develop solutions, and drive measurable outcomes.

• Competitive pay and a comprehensive benefits package, with offerings varying by location.
• Generous paid time off and paid sick and personal time.
• Paid parental leave and wellness leave designed to support employees through important life moments.
• Healthcare benefits and a retirement savings program, including 401(k) access.
• Potential eligibility for an equity plan and corporate bonus plan, subject to applicable role and program requirements.
• A remote-first working environment within the United States, with occasional travel for project, team, customer, or in-person meetings.
• Opportunities to work across global vendor operations, workforce management, customer experience, and technical support environments.
• Significant exposure to operational analytics, governance, continuous improvement, and cross-functional leadership.
• A collaborative and inclusive environment that encourages initiative, problem solving, learning, and professional growth.
• The role is not eligible for hiring in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington.