Oncoursehome
Manager, Vendor Performance (Contact Center Operations)
Oncoursehome, Naperville, Illinois, United States, 60564
Manager, Vendor Performance (Contact Center Operations)
Job Category : Not Available Requisition Number : MANAG001246 Posted : October 1, 2025 Full-Time Hybrid Locations
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 do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Position Summary
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. Responsibilities include but are not limited to: Oversee the performance and compliance of multiple third-party vendor partners. 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. Serve as the primary liaison between OHS and vendor leadership. Partner with internal stakeholders to support vendor-related initiatives and resolve escalations. Analyze vendor data to identify trends, risks, and opportunities for improvement. Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis. Support contract negotiations and renewals. 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. Up to 15% travel required. Other duties as assigned by Leadership. Experience and Qualifications of the Role
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. Strong experience in building and managing business 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. Ability to influence and communicate effectively across all levels of the organization. Ability to manage multiple priorities in a fast-paced environment. Flexible and adaptable, with a track record of maintaining effectiveness in dynamic and diverse work environments. Strong problem-solving, analytical, and organizational skills. Experience in budgeting and needs analysis. Computer Skills Needed to Perform the Job
Proficiency in Microsoft and Google Suites. Basic understanding of telephony systems. Proficient with reporting out of Looker. Familiarity with Verint (QA/ Performance Management and WFM). 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. We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $89,675 - $125,000 USD Annual. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Join our SUPER Team and Enjoy Amazing Benefits Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy. Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage. 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan. Generous Paid Time Off: Take the time you need to recharge and relax. Education Assistance Program: Invest in your growth and development with our support. FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses. Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being. Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws.
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Job Category : Not Available Requisition Number : MANAG001246 Posted : October 1, 2025 Full-Time Hybrid Locations
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 do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Position Summary
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. Responsibilities include but are not limited to: Oversee the performance and compliance of multiple third-party vendor partners. 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. Serve as the primary liaison between OHS and vendor leadership. Partner with internal stakeholders to support vendor-related initiatives and resolve escalations. Analyze vendor data to identify trends, risks, and opportunities for improvement. Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis. Support contract negotiations and renewals. 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. Up to 15% travel required. Other duties as assigned by Leadership. Experience and Qualifications of the Role
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. Strong experience in building and managing business 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. Ability to influence and communicate effectively across all levels of the organization. Ability to manage multiple priorities in a fast-paced environment. Flexible and adaptable, with a track record of maintaining effectiveness in dynamic and diverse work environments. Strong problem-solving, analytical, and organizational skills. Experience in budgeting and needs analysis. Computer Skills Needed to Perform the Job
Proficiency in Microsoft and Google Suites. Basic understanding of telephony systems. Proficient with reporting out of Looker. Familiarity with Verint (QA/ Performance Management and WFM). 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. We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $89,675 - $125,000 USD Annual. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Join our SUPER Team and Enjoy Amazing Benefits Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy. Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage. 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan. Generous Paid Time Off: Take the time you need to recharge and relax. Education Assistance Program: Invest in your growth and development with our support. FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses. Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being. Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws.
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