The Role:The Manager of Customer Solutions Partner Management is responsible for the strategic planning and management of all inbound/outbound international partner support contact center operations which include Technical Support, and Account Service. The ideal leader is a strong and capable people-leader with experience managing large-scale BPO relationships in a complex and dynamic environment.
The successful Manager will act as an advocate for the customer and will be continually engaged in leading and inspiring our Contact Center partners to provide best in class contact resolution and customer service 24 hours a day 7 days a week.
This leader will build and maintain strong partner relationships with each site they oversee, creating clear accountability, alignment, and trust across partner teams. They will be expected to own both the problem and the solution, bringing a growth mindset that challenges the status quo, elevates peer thinking, and drives meaningful action across the department.
What you will be working on: The successful candidate will shape our ongoing partner strategy while helping to drive significant improvements in how we serve our customers through improved contact resolution, customer experience, revenue generation and employee engagement.
This role will manage the key performance indicators that drive partner and department success, including CR, AHT, Work Orders, NPS, and revenue generation. The Manager will help develop the next level of leaders, drive effective execution across partner sites, and support the continued development of the overall department. Travel to partner sites will be required on an as-needed basis to strengthen relationships, support execution, and identify opportunities to take performance to the next level.
Who you will work with:VP Customer Care
Sr. Director Partner Management
Sr. Directors/Directors and Sr. Managers/Managers, Care Monitoring, Customer Solutions, Retention, Collections, Training, Quality and Revenue.
What we're looking for:JOB RESPONSIBILITIES:
- Develops and manages the business relationships with our contact center partners (international travel will be required)
- Ensures partner compliance with strategies, tactics, objectives and initiatives
- Build and maintain strong strategic relationships with assigned partner sites, ensuring alignment, trust, accountability, and consistent execution.
- Partner with site leadership to identify performance gaps, create action plans, and drive measurable improvement.
- Lead regular business reviews with partner sites focused on performance trends, operational priorities, risks, and opportunities.
- Develop and execute strategies that improve customer outcomes, operational efficiency, revenue performance, and partner consistency.
- Coach and develop the next level of leaders by helping supervisors and managers improve their leadership capability, business acumen, and execution discipline.
- Drive accountability across partner teams by setting clear expectations, following up on commitments, and ensuring progress against priorities.
- Identify root causes of operational issues and lead cross-functional problem-solving efforts to improve long-term performance.
- Influence internal and external stakeholders to align on priorities, remove barriers, and support department goals.
REQUIRED SKILLS:
- Demonstrated history of delivering business and financial results through individual efforts and collaborative teamwork
- Demonstrated Leadership skills with proven ability to influence outside of your direct control
- Project Management experience and skillset
- Superior interpersonal and communication skills
- Excellent time management skills
- Ability to think strategically and utilize strong creative problem-solving skills
- Ability to analyze operational data and provide data-driven recommendations
- Executive verbal and written communication as well as strong data visualization and presentation skills
- Microsoft Office (PowerPoint, Excel, Word) skills required
MINIMUM QUALIFICATIONS:
- 4+ years of progressive Contact Center and BPO vendor management experience with a proven track record of success managing partner teams
- Experience managing contact center operations
- Knowledge of contact center industry with some depth of technical expertise, i.e., tools, systems, processes, etc.
- Bachelor's degree or equivalent work experience required
- Project Management and/or portfolio management certification & experience a plus
- Experience with vendor transitions, new site launches.
- Expected travel is 30 - 50%
Why Vivint:- Paid holidays and flexible paid time away
- Your choice between Mac or PC
- Employee pricing on smart home products
- Casual dress code
- Onsite gym, gaming tables across our campus
- Onsite health clinic
- Medical/dental/vision/life coverage
What We Stand For:Honesty and Integrity Come First
Do the right thing
Customer Obsession is Our Advantage
A relentless passion to serve the customer
Innovation is Essential
Today's innovation is tomorrow's lifeblood
We Win Together
Individuals win games: teams win championships
Exceptional is Expected
Talk is cheap: create value, not just motion
We Give Back
Helping people is core to our DNA
Find out more about what it's like to work here:WORKING CONDITIONS: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
SAFETY:Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.
