We’re looking for a driven and detail-oriented Vendor Operations Manager (m/f/d) to take full responsibility for managing our external service providers. From volume planning and daily steering to CRM management and performance tracking, you’ll be a key player in delivering smooth, scalable customer support — and helping us optimize for tomorrow.
- Take ownership of vendor operations: Manage and steer our external service providers end-to-end — including daily coordination, volume distribution, and performance tracking.
- Plan and forecast contact volumes: Ensure our partners are resourced correctly by creating and maintaining accurate volume forecasts.
- Drive performance with data: Create reports and dashboards using Salesforce and Tableau to track KPIs, analyze trends, and uncover improvement opportunities.
- Own our CRM tooling: Adapt and manage Salesforce for CSC needs, working closely with internal teams to ensure smooth processes and reporting.
- Control quality and compliance: Monitor adherence to SLAs and agreed processes, conduct invoice checks, and escalate issues when needed.
- Support cost efficiency: Collaborate on internal cost calculations and contribute to cost optimization and OKR achievement.
- Contribute to transformation projects: Be part of our AI implementation initiative aimed at reducing costs and improving efficiency.
- Coordinate brief mailings: Manage outbound communications through our external provider.