Senior Vendor Manager POSITION SUMMARYSunStrong Management is seeking a Senior Vendor Manager to lead the Partner Operations function within our Customer Experience Operations team. This role owns the frontline accountability layer across CX Ops vendor relationships, including BPO partners and sub-servicers across all managed portfolios. The Senior Vendor Manager ensures partner performance standards are met, coordinates operational workflows across vendor lines, and leads a team of direct reports while collaborating broadly across internal functions.
KEY RESPONSIBILITIESVendor Accountability and Performance- Own the day-to-day frontline accountability layer for CX Ops vendor relationships across BPO partners and sub-servicers.
- Lead BPO briefing sessions, partner performance reviews, and operational coordination touchpoints in collaboration with direct reports and cross-functional stakeholders.
- Partner cross-functionally with teams across operations, compliance, workforce management, finance, and legal to ensure vendor activity aligns with broader organizational priorities and service commitments.
Workflow and Escalation Coordination- Manage vendor routing and workflow processes, including escalation paths and operational handoff protocols across sub-servicer channels.
- Oversee escalation intake and resolution coordination across vendor relationships, ensuring issues are triaged and resolved at the appropriate level.
- Own operational reporting across vendor relationships, ensuring data accuracy and timely delivery to internal stakeholders.
Account Management, Documentation, and Team Leadership- Maintain account management relationships across third-party partners within the CX Ops scope.
- Ensure operational documentation for vendor workflows is current, accessible, and reflects approved procedures.
- Provide direct oversight, mentorship, and performance management for direct reports, fostering a team capable of executing with precision and growing in scope over time.
QUALIFICATIONSExperience- 5 or more years of experience in vendor management, partner operations, or outsourced operations oversight within a contact center or financial services environment.
- Demonstrated experience managing BPO or sub-servicer relationships with accountability for performance standards and escalation handling.
- Prior experience managing or developing a direct report.
- Background in residential solar, utility, or financial services a plus but not required.
Operational and Technical Skills- Strong organizational discipline with the ability to maintain multiple concurrent vendor workflows without gaps.
- Experience preparing and presenting vendor performance reporting to senior leadership.
- Working knowledge of BPO billing, invoice reconciliation, and hours tracking.
- Familiarity with data and document workflows within a servicing or financial services environment.
Soft Skills and Work Style- Skilled at managing external partner relationships with professionalism and directness in equal measure.
- Able to balance execution-heavy daily coordination with the longer-range thinking required to improve vendor processes over time.
- Works well across internal functions including operations, compliance, and workforce management.
Preferred Skills- Familiarity with Salesforce CRM or similar case management or vendor tracking systems.
- Experience supporting or leading operational readiness reviews for new vendor onboarding.
- Prior exposure to managing vendor relationships spanning multiple LOBs or residential service portfolios.
- Experience with BPO contract administration or statement of work management.
physical requirements- Extended period working at a computer workstation.
BenefitsSunStrong Management offers a rich and affordable Health & Wellness Benefits package that includes:
- PPO and HDHP Medical Plans, buy-up plans for both Dental and Vision, ancillaries such as Accident, Critical illness, Hospital indemnity, Employer sponsored Short Term and Long-Term Disability, Voluntary Life, and Legal services along with multiple add-ons.
- Our 401(k) Package includes a Safe Harbor Match of 100% up to the first 4% and 50% on the next 2% with immediate vesting.
