As the CX Vendor Strategy Manager, you will shape and execute global vendor strategies that support customer experience operations across key markets including Egypt, Brazil, Mexico, Colombia, and Peru. Your focus will be on building sustainable, high-performance partnerships with BPOs, call centers, technology providers, and service carriers through strategic sourcing, commercial innovation, and cross-functional collaboration.
Key Responsibilities
- Design and implement global vendor strategies to ensure optimal coverage, cost efficiency, and service quality across regions.
- Lead complex contract negotiations, applying structured frameworks to secure favorable terms while managing risk and compliance.
- Refine pricing models and commercial structures to improve value delivery and long-term vendor alignment.
- Manage end-to-end RFI/RFP processes, evaluating potential partners on quality, reliability, innovation, and cost-effectiveness.
- Act as the escalation point for vendor performance issues, driving accountability and continuous improvement.
- Develop and lead a 'Voice of the Vendor' initiative to strengthen collaboration and shift from transactional to strategic relationships.
- Partner closely with Procurement, Legal, and IT teams to align vendor strategies with enterprise goals, regulatory standards, and technological capabilities.
- Establish analytical models and demand forecasting methods to inform vendor planning and enhance customer outcomes.
Qualifications
- Bachelor’s degree in Business Administration, Supply Chain, Engineering, or a related field.
- Minimum of 5 years in vendor management, procurement, or strategic sourcing roles.
- Proven track record in implementing cost optimization initiatives with vendors.
- Fluency in English (C1 or higher) required for global communication.
- Strong negotiation and influence skills, with experience engaging stakeholders across diverse cultural environments (LATAM, Egypt, China).
- Project management expertise to lead multiple initiatives across time zones.
- Global mindset with adaptability to remote collaboration and international business practices.
- Advanced critical thinking with a focus on operational efficiency and customer impact.
Work Environment
This is a hybrid role requiring coordination across Egypt, Brazil, Mexico, Colombia, and Peru. The position demands frequent interaction with international vendors and internal teams across different time zones, requiring flexibility and strong remote collaboration skills.
Our Values
- Creating value for customers
- Making decisions grounded in data
- Collaborating for mutual success
- Acting with integrity
- Continuously improving
- Championing diversity and inclusion
Equal Opportunity
We are committed to building inclusive teams where differences are valued. Employment decisions are based on role requirements and candidate qualifications. We do not discriminate based on gender, age, sexual orientation, nationality, marital status, pregnancy, disability, race, religion, or any other protected status under applicable laws.
