CX Vendor Manager Lead

About Roadie

Roadie, a UPS company, is a leading logistics and delivery platform transforming modern retail with unmatched delivery coverage, flexibility, and visibility. With a network of more than 310,000 independent drivers nationwide, Roadie reaches 97% of U.S. households across more than 30,000 zip codes—from urban hubs to rural communities. The company provides seamless, scalable 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 CX Vendor Manager Lead to guide Roadie's outsourced support strategy and lead a dynamic team of CX Vendor Managers in delivering world-class service across multiple BPO partners. In this high-impact leadership position, you'll set the vision for vendor performance, mentor your team, and ensure our partners consistently deliver exceptional customer experiences. You'll serve as the critical connective tissue between Roadie, our vendors, and internal stakeholders—driving 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 strategic alignment with Roadie's customer experience (CX) goals and objectives
• Lead, mentor, and develop CX Vendor Managers on your team, driving accountability, high performance standards, and effective escalation management protocols
• Conduct comprehensive vendor assessments by analyzing performance data, KPIs, compliance metrics, quality scores, and service level agreements (SLAs)
• Monitor and manage vendor performance with accountability mechanisms, holding partners responsible for meeting Roadie's service delivery and quality expectations
• Identify operational improvement opportunities and guide your team in developing clear, measurable action plans to drive results
• Collaborate with Training & Quality teams to oversee initial and ongoing training, enablement, and compliance requirements for all vendor partners
• Ensure strict adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns to leadership when necessary
• Oversee and coordinate vendor performance audits across regulatory, technical, security, and risk domains, communicating findings to Roadie leadership
• Build and maintain strong vendor relationships through quarterly business reviews (QBRs), contract negotiations, invoice management, and strategic partnership discussions
• Partner with Workforce Management to forecast capacity needs and strategically allocate headcount across vendor partners
• Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning efforts
• Own risk management responsibilities, including operational, contractual, and co-employment considerations

What You Bring

• 5+ years of experience managing customer support vendor relationships and overseeing outsourced contact center operations
• Proven leadership experience managing and developing teams within CX, customer support, or business operations environments
• Strong analytical and problem-solving skills with demonstrated ability to interpret performance data, KPIs, and metrics to drive decision-making
• Excellent vendor management and negotiation capabilities, with experience building collaborative partnerships and managing complex stakeholder relationships
• Deep understanding of contact center operations, SLAs, quality assurance, and performance metrics
• Experience with vendor performance management tools, BPO contract management, and compliance oversight
• Strong communication and presentation skills, comfortable influencing across organizational levels and presenting to executive leadership
• Project management expertise with ability to juggle multiple priorities and drive initiatives to completion
• Customer-centric mindset with passion for delivering exceptional experiences and continuous operational improvement
• Experience in logistics, delivery, or e-commerce environments is a plus

Why Join Roadie

You'll work with a fast-growing company backed by UPS, where your leadership directly impacts how millions of customers receive their deliveries. This is an opportunity to shape vendor strategy, build and mentor a high-performing team, and drive operational excellence across a critical function. You'll have clear visibility into your impact and work alongside talented colleagues across multiple departments in a collaborative, growth-oriented environment.

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