CX Vendor Manager Lead

About Roadie

Roadie, a UPS company, is a leading logistics and delivery platform transforming modern retail through unmatched delivery coverage, flexibility, and visibility. With reach to 97% of U.S. households across more than 30,000 zip codes—from urban centers to rural communities—Roadie provides seamless, scalable delivery solutions. The platform operates a network of over 310,000 independent drivers nationwide, offering flexible delivery solutions including same-day local delivery, big and bulky item delivery, ship-from-store, and DC-to-door services.

The Role

We're seeking a strategic CX Vendor Manager Lead to guide Roadie's outsourced support strategy and lead a dedicated team of CX Vendor Managers. In this high-impact position, you'll set the vision for vendor performance, mentor your team, and ensure our Business Process Outsourcing (BPO) partners deliver consistent, world-class customer experiences. You'll serve as the critical connective tissue between Roadie, our vendor partners, and internal stakeholders—driving operational excellence, continuous improvement, and scalable support infrastructure as the company grows.

Key Responsibilities

• Vendor Strategy & Performance Ownership: Own the end-to-end strategy and performance of Roadie's third-party contact center vendors, ensuring complete alignment with company-wide CX goals and service standards
• Team Leadership: Lead, mentor, and coach CX Vendor Managers, driving accountability, consistent performance execution, and effective escalation management across the vendor network
• Performance Analysis: Drive comprehensive vendor assessments by analyzing detailed performance data, KPIs, compliance metrics, quality scores, and service levels to identify gaps and opportunities
• Accountability Management: Monitor and manage vendor performance continuously, holding partners accountable to Roadie's service delivery and quality expectations through data-driven oversight
• Continuous Improvement: Identify operational improvement opportunities and guide your team in building clear, actionable plans to drive measurable, sustainable results
• Training & Quality Collaboration: Collaborate closely with Training & Quality teams to oversee initial onboarding and ongoing training and enablement requirements for all vendor partners
• Compliance & SLA Management: Ensure strict adherence to contract terms, Service Level Agreements (SLAs), commitments, and communication standards, escalating concerns proactively when needed
• Audit Oversight: Oversee and coordinate vendor performance audits covering regulatory, technical, security, and risk domains, communicating insights to Roadie leadership
• Relationship Management: Build and maintain strong vendor relationships through Quarterly Business Reviews (QBRs), contract negotiations, invoice reviews, and strategic partnership discussions
• Capacity Planning: Partner with Workforce Management to forecast capacity needs and allocate headcount strategically across vendors to meet demand forecasts
• Cross-Functional Collaboration: Collaborate across departments to support broader CX operational initiatives, strategic planning, and process optimization efforts
• Risk Management: Own comprehensive risk management, including operational risks, contractual compliance, and co-employment legal considerations

What You Bring

• 5+ years of hands-on experience managing customer support vendor relationships, including direct oversight of outsourced contact center operations and BPO partners
• Proven track record of leading teams and managing managers effectively, with strong coaching and mentoring capabilities
• Expert-level knowledge of vendor management best practices, SLA frameworks, performance metrics, and quality assurance methodologies
• Strong analytical skills with the ability to translate complex performance data into actionable insights and strategic recommendations
• Excellent negotiation and relationship-building skills, with experience managing multi-level vendor partnerships and contract discussions
• Deep understanding of customer experience operations, contact center metrics, workforce management, and operational KPIs
• Experience with compliance requirements, audit processes, and risk management in vendor environments
• Outstanding communication skills, capable of articulating strategy to both technical and executive audiences
• Strong project management and organizational skills with ability to manage multiple vendor relationships simultaneously
• Experience using data analytics tools, business intelligence platforms, or vendor management software (experience with BPO environments is a plus)

Why Join Roadie

This role offers the opportunity to build and scale a vendor management function at a rapidly growing logistics company backed by UPS. You'll work on high-impact initiatives that directly influence customer satisfaction across millions of deliveries. You'll lead a talented team, influence strategy at the leadership level, and make a measurable difference in how Roadie serves its customers through optimized vendor partnerships.

💰 Compensation not publicly listed. Market estimate for similar roles: from $80K, varying by experience and location.