Oncourse Home Solutions
Manager, Vendor Performance (Contact Center Operations) Published
Oncourse Home Solutions, Naperville, Illinois, United States, 60564
Overview
Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm Apax Partners, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We serve 1.8+ million customers across the U.S. with a mission to create lasting value for our customers and partners by helping homeowners navigate the unexpected, reduce costs, and enjoy homeownership. We are committed to fostering a diverse environment where employees, customers, and partners feel valued, respected, and supported. OHS is an equal opportunity employer, and employment decisions are based on business needs and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, disability, military status, or any other protected basis.
As a US-based warranty provider, we offer safety and homecare expertise to our customers, with solutions that cover both inside and outside the home. Our services protect core home functions and collaborate with utilities and municipalities to provide trusted, reliable coverage.
Position Summary Reporting to the Director, Contact Center Operations, the
Vendor Performance Manager
is responsible for managing the performance, compliance, and strategic alignment of multiple third-party vendor partners. This role leads performance evaluations, ensures adherence to SLAs, and provides regular reporting to senior leadership. It also involves vendor relationship management, cost oversight, and contract negotiations to drive operational efficiency and business alignment.
This role is based in Naperville, IL with a regular in-office hybrid model (generally Tue-Thu in office, Mon & Fri remote). Our office environment is a key driver of our company culture and employee experience.
Responsibilities Oversee the performance and compliance of multiple third-party vendor partners, ensuring alignment with contractual SLAs and KPIs.
Develop and maintain vendor scorecards and dashboards to track performance, cost efficiency, and service quality.
Lead weekly and monthly business reviews with vendor senior leadership to assess performance, address issues, and align on strategic goals.
Serve as the primary liaison between OHS and vendor leadership, fostering strong, collaborative relationships and clear communication.
Partner with internal stakeholders (Finance, Legal, Compliance, Training, Customer Experience) to support vendor initiatives and resolve escalations.
Analyze vendor data to identify trends, risks, and opportunities for improvement; provide actionable insights to leadership.
Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis.
Support contract negotiations and renewals in collaboration with Legal and Procurement to ensure favorable terms and alignment with business needs.
Monitor and support vendor onboarding, offboarding, and contingency planning processes.
Drive continuous improvement by identifying and implementing process enhancements and value-added services from vendor partners.
Ensure vendor adherence to compliance standards, including data security, regulatory requirements, and internal policies.
Travel up to 15% (2 weeks per quarter) may be required; travel could increase based on vendor performance and business needs. Domestic and international travel; passport required.
Other duties as assigned by Leadership.
Experience and Qualifications Minimum of 3 years of experience in vendor contact center management, outsourcing, or a related operations leadership role.
Proven ability to manage multiple projects and priorities independently in a fast-paced environment.
Strong experience building and managing relationships with internal stakeholders and external vendor partners.
Demonstrated success as a change agent, driving transformation and continuous improvement initiatives.
Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and develop actionable insights.
Ability to influence and communicate effectively across all levels of the organization, including senior leadership and external partners.
Ability to manage multiple priorities in a fast-paced environment and drive continuous improvement initiatives.
Flexible and adaptable, with a track record of maintaining effectiveness in dynamic and diverse work environments.
Strong budgeting, needs analysis, and organizational skills.
Education Bachelor’s degree in business, data analytics, or operations management (or equivalent work experience) required.
Certificates, Licenses, Registrations Preferred: Certified Professional in Supply Management, Certified Outsourcing Professional, or other quality-related certifications.
Compensation and Benefits
We offer a competitive base salary and comprehensive benefits. The base pay range for this position is $89,675 - $125,000 USD annually. Specific pay offered depends on qualifications, experience, education, and skill set. Compensation may include an annual performance-based bonus, sales incentive plan, or commission target. Our benefits include healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement; exact compensation varies by location and experience.
Join Our SUPER Team – Benefits Competitive compensation: pay-for-performance philosophy.
Comprehensive health coverage: medical, dental, vision, and disability.
401(k) with company match (4%).
Generous paid time off.
Education assistance program.
FSA/HSA options.
Employee wellness resources.
Vibrant culture with monthly town halls and employee resource groups.
Location
Naperville, IL (hybrid in-office with in-person preference).
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm Apax Partners, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We serve 1.8+ million customers across the U.S. with a mission to create lasting value for our customers and partners by helping homeowners navigate the unexpected, reduce costs, and enjoy homeownership. We are committed to fostering a diverse environment where employees, customers, and partners feel valued, respected, and supported. OHS is an equal opportunity employer, and employment decisions are based on business needs and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, disability, military status, or any other protected basis.
As a US-based warranty provider, we offer safety and homecare expertise to our customers, with solutions that cover both inside and outside the home. Our services protect core home functions and collaborate with utilities and municipalities to provide trusted, reliable coverage.
Position Summary Reporting to the Director, Contact Center Operations, the
Vendor Performance Manager
is responsible for managing the performance, compliance, and strategic alignment of multiple third-party vendor partners. This role leads performance evaluations, ensures adherence to SLAs, and provides regular reporting to senior leadership. It also involves vendor relationship management, cost oversight, and contract negotiations to drive operational efficiency and business alignment.
This role is based in Naperville, IL with a regular in-office hybrid model (generally Tue-Thu in office, Mon & Fri remote). Our office environment is a key driver of our company culture and employee experience.
Responsibilities Oversee the performance and compliance of multiple third-party vendor partners, ensuring alignment with contractual SLAs and KPIs.
Develop and maintain vendor scorecards and dashboards to track performance, cost efficiency, and service quality.
Lead weekly and monthly business reviews with vendor senior leadership to assess performance, address issues, and align on strategic goals.
Serve as the primary liaison between OHS and vendor leadership, fostering strong, collaborative relationships and clear communication.
Partner with internal stakeholders (Finance, Legal, Compliance, Training, Customer Experience) to support vendor initiatives and resolve escalations.
Analyze vendor data to identify trends, risks, and opportunities for improvement; provide actionable insights to leadership.
Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis.
Support contract negotiations and renewals in collaboration with Legal and Procurement to ensure favorable terms and alignment with business needs.
Monitor and support vendor onboarding, offboarding, and contingency planning processes.
Drive continuous improvement by identifying and implementing process enhancements and value-added services from vendor partners.
Ensure vendor adherence to compliance standards, including data security, regulatory requirements, and internal policies.
Travel up to 15% (2 weeks per quarter) may be required; travel could increase based on vendor performance and business needs. Domestic and international travel; passport required.
Other duties as assigned by Leadership.
Experience and Qualifications Minimum of 3 years of experience in vendor contact center management, outsourcing, or a related operations leadership role.
Proven ability to manage multiple projects and priorities independently in a fast-paced environment.
Strong experience building and managing relationships with internal stakeholders and external vendor partners.
Demonstrated success as a change agent, driving transformation and continuous improvement initiatives.
Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and develop actionable insights.
Ability to influence and communicate effectively across all levels of the organization, including senior leadership and external partners.
Ability to manage multiple priorities in a fast-paced environment and drive continuous improvement initiatives.
Flexible and adaptable, with a track record of maintaining effectiveness in dynamic and diverse work environments.
Strong budgeting, needs analysis, and organizational skills.
Education Bachelor’s degree in business, data analytics, or operations management (or equivalent work experience) required.
Certificates, Licenses, Registrations Preferred: Certified Professional in Supply Management, Certified Outsourcing Professional, or other quality-related certifications.
Compensation and Benefits
We offer a competitive base salary and comprehensive benefits. The base pay range for this position is $89,675 - $125,000 USD annually. Specific pay offered depends on qualifications, experience, education, and skill set. Compensation may include an annual performance-based bonus, sales incentive plan, or commission target. Our benefits include healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement; exact compensation varies by location and experience.
Join Our SUPER Team – Benefits Competitive compensation: pay-for-performance philosophy.
Comprehensive health coverage: medical, dental, vision, and disability.
401(k) with company match (4%).
Generous paid time off.
Education assistance program.
FSA/HSA options.
Employee wellness resources.
Vibrant culture with monthly town halls and employee resource groups.
Location
Naperville, IL (hybrid in-office with in-person preference).
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr