BPO Vendor Manager

About This Role

This role is for an experienced, execution-focused Manager to own the BPO partner network supporting Marketplace sellers. You will be accountable for the performance of outsourced teams, their training, the quality of seller interactions, and the resolution of seller escalations. The position involves partnering with various internal teams, running vendor governance, building scalable training and quality programs, and acting as an escalation point for complex seller issues.

Responsibilities

• Own day-to-day and strategic management of BPO partners supporting Marketplace sellers, across multiple sites, channels (chat, email, tickets), and languages
• Define and manage SLAs, KPIs, and vendor scorecards covering service level, first-contact resolution, average handle time, quality score, seller satisfaction (CSAT), escalation rate, attrition, and cost per contact
• Run the vendor governance cadence, including daily and weekly performance reviews, monthly business reviews, and quarterly business reviews with vendor leadership
• Lead root cause analysis on performance gaps and drive corrective action plans to closure, with clear owners, dates, and measurable outcomes
• Partner with BPO Workforce Management on forecasting, capacity planning, hiring ramps, and headcount allocation; calibrate vendor recruitment against the agreed agent profile
• Manage vendor commercials, including invoice validation, budget tracking, and support for contract negotiations, renewals, and pricing reviews
• Lead onboarding of new vendors, sites, and programs, validating staffing, training, systems access, and go-live readiness
• Conduct regular site visits and risk reviews covering data security, compliance, business continuity, and agent experience
• Act as the escalation point for complex, high-value, or sensitive seller cases, including account health, payments, listing, fulfillment, and policy enforcement issues
• Design and own the escalation process, including tiers, routing rules, response and resolution SLAs, and handoffs to Account Management, Policy, Product, and Finance
• Work closely with Buyer Support and Dispute team to ensure a seamless customer experience
• Own the training and quality framework for outsourced teams, from new-hire training and nesting to QA forms, sampling, and critical-error definitions
• Keep training content, SOPs, and knowledge articles current with policy and platform changes, working with Policy, Product, and Knowledge Management
• Lead calibration between internal and vendor QA teams and audit vendor scoring accuracy
• Turn quality, escalation, and seller feedback data into targeted coaching, refresher training, and process fixes
• Partner with BA to build and maintain dashboards and management reports covering vendor performance, quality, training, and escalation metrics