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

#LI-hybrid

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 ProgramPension and Retirement PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport 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.