Contact Center Vendor Management Lead (Remote)

This position focuses heavily on contact center vendor management.

External partners handle a portion of the customer engagement workflow, and this role ensures those partners deliver the service levels the organization and its franchise owners expect.

This role is best suited to someone who has already worked directly with outsourced customer service vendors or contact center providers. Candidates who have not had hands-on responsibility for managing vendor performance in a service environment may find the position difficult to step into immediately.

The successful candidate will monitor vendor performance, track service metrics, troubleshoot operational issues, and help ensure franchise owners receive consistent support.

Experience supporting franchise systems or working with owner-operators would be particularly valuable.

This role is fully remote, but the work itself is highly operational and hands-on. The ideal candidate will be someone who has already spent time managing vendor relationships, performance metrics, and service delivery processes.