Responsible for vendor performance, SLA adherence, and ongoing evaluations to ensure SLA's are appropriate and driving the correct behaviors
Play a hands-on and visible role in each of the Customer Service and Technical Support vendor sites; collaborate with the Customer Support management team to assure standardization, communication, calibration and consistency of Quality, Training, Tools, and Operational metrics
Oversee Quality Assurance program and recommend improvements to ensure it addresses business needs.
Troubleshoot vendor issues and act as an escalation point as needed
Lead the day to day operations of 8-10 Technical Support Engineers (Level 3 Technical Support); provide ongoing employee development, coaching and training