Vendor Manager, Contact Center Operations

Who We Are:

Saks Global is a combination of world-class luxury retailers, including Neiman Marcus, Bergdorf Goodman, Saks Fifth Avenue and Saks OFF 5TH, as well as a portfolio of prime U.S. real estate holdings and investments. Saks Global is deeply committed to helping luxury consumers discover the most sought-after established and emerging brands from around the world. Powered by data-driven technology and centered on the customer, Saks Global is on a mission to redefine the luxury shopping experience through highly personalized service, with greater opportunities for product discovery across all channels.

Role Summary:

As the Vendor Operations Manager at Saks Global, you will lead the performance management of our Business Process Outsourcing (BPO) partners, ensuring they meet and exceed contracted service and operational standards. This includes monitoring daily

metrics, real-time adherence to goals, and compliance with Quality, Training, and Workforce Management requirements. You will collaborate closely with BPO operational teams to uphold service processes, procedures, and key performance indicators (KPIs).

Success in this role requires a deep understanding of outsourced vendor management operations, a results-driven mindset rooted in data, and the ability to respectfully hold partners accountable for achieving daily, monthly, and annual performance targets.

Key Qualifications:

• 5+ years’ customer service experience.
• 3+ years contact center operations experience
• Proficiency in data analytics and using customer service and analysis system applications with the ability to do real time analysis of agent productivity and the ability to communicate and report areas of improvement.
• 3+ years of experience in vendor management role (in a call center organization preferred).
• Strong knowledge of the call center vendor relationship.
• Experience driving means measurable improvements in quality, efficiency, and costs.
• Proven experience managing outsourced BPO operations, including SLA management, and vendor relationship management.
• Strong dispute resolution, and collaboration skills with the ability to have difficult conversations.
• Deep understanding of industry best practices, regulatory requirements, and emerging trends in call center operations and outsourcing.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams and external partners, including the ability to convey information clearly and concisely.
• Ability to embrace change and ensure vendor adoption of new processes.
• Working knowledge of Google Suite, AWS, Salesforce with a high level of proficiency.
• Able to quickly learn a thorough knowledge of functional area and departmental processes.
• Excellent organization skills to efficiently manage tasks and prioritize workload to meet requirements.
• Travel Time: The percentage of time required for travel in this role is up to 20%. Potential destinations this role may be required
• to travel are BPO’s near shore and far shore

Preferred Qualifications (nice to have):

• Bachelor’s degree in education, business administration, communications, psychology, instructional design, training
• management, or a related field.
• Experience in learning data analysis is desired.
• Basic project management skills are desired.

Role Description:

Operational Management

• Manage the daily operations of contact centers, ensuring processes are streamlined, effective, and aligned with the organization's business objectives.
• Support the development and execution of strategic plans for the call center, ensuring quality and operational goals are consistent with the company’s broader objectives.
• Lead and facilitate Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) to address vendor performance gaps and implement corrective action plans.
• Oversee the performance of outsourced BPO partners, ensuring they consistently meet or exceed established service levels, quality benchmarks, and operational metrics.
• Build and maintain strong partnerships with BPO vendors, conducting regular performance evaluations, audits, and calibration sessions to ensure alignment with company goals.
• Track and assess vendor performance against Service Level Agreements (SLAs), taking prompt corrective action to resolve any deficiencies and maximize value delivery to the organization.
• Collaborate effectively with individuals from diverse backgrounds, cultures, and locations to foster inclusivity and build strong professional relationships.
• Ensure all operations adhere to regulatory standards and internal company policies

Strategic Planning and Execution:

• Contribute to the development and execution of the call center’s strategic plan, ensuring that quality and operational
• objectives align with the company’s overall goals.
• Partner with Operations teams to understand their roles and how they interact with BPO partners.
• Engage regularly with BPO managers to address ongoing challenges, maintain alignment with customer experience (CX)
• goals, and drive continuous improvement.
• Stay informed about industry trends, emerging technologies, and best practices to drive innovation and maintain a
• competitive edge.
• Coordinate across cross-functional teams and communicate with internal and external stakeholders, all while meeting tight deadlines.

Your Life and Career at Saks:

• Exposure to rewarding career advancement opportunities
• A culture that promotes a healthy, fulfilling work/life balance
• Benefits package for all eligible full-time employees (including medical, vision and dental)