Senior Supplier Relationship Manager, Contact Center

USA - Tempe, AZ. Posted 19 days ago

The role

The Sr. Principal Support Partner Manager acts as the primary liaison and strategic partner for outsourced contact center operations. This role leads partner strategy, monitors KPIs, and oversees partner budgets and forecasts.

What you will do

Lead the outsourced contact center strategy and drive partner performance.
Extract, monitor, analyze, and validate KPI and service-level data.
Identify operational efficiencies and recommend best practices.
Partner with WFM and VMO leadership to align staffing forecasts, billable hours, and budgets.
Work with Procurement on partner contract negotiations and maintenance.
Oversee day-to-day operations across outsourced partners.
Lead and report weekly, monthly, and quarterly business reviews.
Solicit feedback from internal stakeholders and lead closed-loop feedback with partners.
Manage operating expenses and end-to-end invoice reconciliation.
Monitor partner compliance with internal and regulatory requirements.

Required qualifications

Bachelor's degree
8+ years managing an internal or outsourced call center
Experience managing outsourced partners in a fast-paced environment and with contact center technology
Excellent written and verbal communication
Ability to work with complex mathematical concepts and statistics
Strong planning and execution skills
Ability to work independently, stay self-motivated, manage time effectively, and be resourceful

Nice to have

MBA
COPC certification
Leadership experience in a multilingual support contact center
Financial products experience

Benefits

Flexible working options
Time off
Competitive pay
Benefits
Well-being programs

Before you apply

TA Call
Hiring Manager Interview (virtual)
Key Partner Interviews

About the company

Gen is a global company dedicated to powering Digital Freedom through brands including Norton, Avast, LifeLock, and MoneyLion. They deliver cybersecurity, online privacy, identity protection, and financial wellness solutions to nearly 500 million users.