Vendor Manager, MPO Support Ops

Description

The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations.
The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.

Responsibilities
- Serve as the primary operational point of contact for assigned vendor sites
- Lead regular business reviews — weekly and monthly — with vendor operations leads, tracking performance against contractual KPIs
- Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes end-to-end
- Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution
- Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores
- Manage vendor onboarding for new agent batches, including training coordination, tooling access, and readiness checkpoints
- Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors
- Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes
- Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements

Requirements

Minimum Qualification(s):
- Minimum 4 years of experience in Workforce Management within a contact centre or BPO environment, with at least 2 years in a vendor-facing or vendor management capacity
- Proficiency in SQL for data querying and manipulation
- Strong working knowledge of Excel and/or Google Sheets (pivot tables, formulas, data cleaning)
- Solid understanding of business metrics and KPIs
- Excellent communication and stakeholder management skills; able to work across time zones and cultures. Proven ability to manage external vendor relationships with a balance of commercial rigour and collaborative partnership
- Experience running QBRs / MBRs with external vendors and preparing performance decks for leadership
- Strong analytical skills — comfortable building models, identifying trends, and translating data into actionable recommendations

Preferred Qualification(s):
- Experience with business metrics and KPIs in a tech, e-commerce, or platform environment