Vendor Manager

IntroductionA career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.Your role and responsibilitiesThe Vendor Manager

• BPO Operations is responsible for overseeing performance, governance, and continuous improvement of multiple BPO call center vendors supporting a telecommunications (Telco) organization. This role ensures delivery of high-quality customer experiences across voice and digital channels (chat, email, messaging), while meeting SLAs and driving AI/GenAI-enabled transformation. The Vendor Manager acts as a strategic liaison between internal teams and external partners, ensuring operational excellence, innovation, and cost efficiency.

Key Responsibilities

• Monitor vendor performance against KPIs and SLAs (CSAT, NPS, AHT, FCR, quality, digital responsiveness).
• Run governance (weekly/monthly/quarterly reviews) and enforce accountability.
• Drive remediation plans for underperformance. Operational Oversight:
• Oversee multi-channel BPO delivery (voice, chat, email, messaging/social).
• Ensure consistent CX across customer touchpoints.
• Support launches, migrations, and scaling. AI / GenAI Enablement:
• Partner with vendors to deploy AI/GenAI tools (chatbots, agent assist, summarization, knowledge tools).
• Ensure effective adoption and measurable outcomes (efficiency, resolution, CX).
• Govern responsible AI usage and compliance standards.
• Drive automation and self-service strategies. Relationship Management:
• Build executive-level vendor relationships.
• Act as escalation point for operational issues. Financial & Contract Management:
• Manage budgets, invoices, and cost optimization.
• Ensure adherence to contracts and SLAs. Continuous Improvement:
• Drive process optimization and standardization.
• Use analytics to identify trends and opportunities. Governance & Reporting:
• Maintain governance frameworks.
• Provide insights to leadership.Required technical and professional expertiseRequired Qualifications
• Bachelor’s degree required; MBA preferred. - 3+ years in vendor/BPO/call center management.
• Experience in Telco or related high-volume customer operations.
• Experience managing offshore/nearshore vendors.
• Knowledge of digital channels and CX metrics. Key Competencies
• Strategic Thinking
• Vendor Governance
• Digital CX Expertise
• AI/Innovation Leadership
• Influencing & Negotiation
• Operational Excellence Success Metrics
• SLA/KPI achievement
• CSAT/NPS improvement
• Digital channel efficiency
• AI adoption impact (productivity, deflection)
• Cost management Work Environment
• Cross-functional role across operations, procurement, CX and technology teams.
• Global coordination across time zones; travel as needed.Preferred technical and professional experience Preferred Skills
• Strong analytics and data-driven mindset.
• Expertise in CX platforms, CRM, and reporting tools.
• Knowledge of both BPO and AI/GenAI applications in contact centers.
• Contract negotiation and vendor governance experience. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.