Job Description
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.
