Vendor Performance Manager

Role Overview

The Vendor Performance Manager is pivotal in managing outsourced service operations and ensuring exceptional customer experiences. This role requires extensive experience in contact center management, vendor relations, and a deep understanding of customer service metrics and processes. Your ability to drive change, foster engagement, and deliver outstanding results will be key to your success.

This is a remote position; however you may be required to be onsite at our Frisco, TX office on as-needed basis. We will only consider candidates who are a commutable distance to Frisco or Dallas and are not offering relocation assistance at this time.

About The Role

• Ensure CSPs (Customer Service Partners) fully understand their contractual obligations and how these requirements support business objectives
• Drive operational excellence at BPOs for programs such as Technical Support and Retention, taking ownership of the contracts you manage
• Monitor BPOs’ performance against KPIs, including associated bonuses or penalties, and evaluate their performance metrics and targets
• Execute CSG Governance Model with BPOs, providing input and participating in Monthly and Quarterly Business Reviews (MBRs/QBRs) or any updated VMO Governance model requirements, to ensure results-focused and performance-oriented sessions
• Collaborate closely with cross-functional teams to develop and implement continuous performance improvement strategies for customer satisfaction, retention, and revenue
• Share best practices by participating in cross-functional teams within BPOs and VMO, leveraging these across the CSG footprint for Technical Support, revenue, and channel types
• Track actual vs. budgeted spend on a weekly and monthly basis; coordinate and analyze all related financial data as appropriate
• Manage all assignments towards achieving and complying with assigned COPC standards and requirements
• Travel up to 25%
  
  

About You

• Strong understanding of outsourced service operations, pricing models, and BPO relationship management to deliver excellent customer experiences for McAfee
• 7+ years (we’d love more!) of experience in contact center management, with at least 3 years in vendor management
• COPC Outsourced Operations Leader or Customer Experience Performance Leader certification is a plus
• Proficient in VMO cost containment processes with a proven ability to execute them effectively
• Extensive knowledge of managing both human-assisted and digital customer channels
• Deep analytical understanding of contact center metrics, enabling data-driven decision-making and problem-solving
• Skilled in building relationships and collaborating to drive positive and effective change
• Acutely aware of cultural nuances in a global support environment and capable of adapting strategies to achieve desired results
• Multilingual skills (Spanish) are a plus
• Passionate about problem-solving, delivering KPI results, and fostering change and engagement
• Strong critical thinking and analytical skills
• Understand the impact of implemented changes and upgrades
• Demonstrated ability to work independently with a strong sense of ownership
• Ability to collaborate with different business units across various time zones and countries
• Ability to interpret and understand operational reports
• Project management capability
• Team player who develops strong relationships, influences stakeholders, and drives cross-functional alignment to achieve strategic objectives
  
  

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

Company Benefits And Perks

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement
  
  

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.