What are the responsibilities and job description for the Manager, Vendor Operations position at Brother USA?
Company Overview
Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.
Why Work at Brother?
Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer-centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.
Role Overview
The Manager, Vendor Operations oversees, leads and manages the relationship and operations of the 3rd-party Contact Center / BPO. This position works with internal stakeholders and vendor to build creative solutions for providing superior customer experience while ensuring value for money is obtained and vendors meet KPIs, Service Level Agreements (SLAs) and other business expectations. This role own end-to-end governance, performance, and accountability of outsourced contact center partners to ensure contractual compliance, operational excellence, customer experience outcomes, and cost efficiency—while serving as the primary liaison between internal stakeholders and leadership.
Duties & Responsibilities
Vendor/BPO Managemen
Education:
This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager.
Base Salary
We offer a comprehensive benefits package with diverse plan options to meet your family’s needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. Details are available at https://mybenefits.nfp.com/Brother/2026/guidebook/
Our Mission, Vision & Culture
Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed.
About Where We Work
Brother’s corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always “at your side” for our customers.
Equal Opportunity Employer (EOE) Statement
Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com .
Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.
Why Work at Brother?
Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer-centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.
Role Overview
The Manager, Vendor Operations oversees, leads and manages the relationship and operations of the 3rd-party Contact Center / BPO. This position works with internal stakeholders and vendor to build creative solutions for providing superior customer experience while ensuring value for money is obtained and vendors meet KPIs, Service Level Agreements (SLAs) and other business expectations. This role own end-to-end governance, performance, and accountability of outsourced contact center partners to ensure contractual compliance, operational excellence, customer experience outcomes, and cost efficiency—while serving as the primary liaison between internal stakeholders and leadership.
Duties & Responsibilities
Vendor/BPO Managemen
- Manage quality of deliverables, holding vendor accountable for overall performance execution
- Own KPIs, SLAs, and scorecards (Service Level, AHT, QA, CSAT, FCR, Escalations)
- Perform reviews with vendors weekly, monthly, quarterly, detailing SLA performance, risks and opportunities
- Travel as needed to vendor locations (up to 50%)
- Identify trends, root causes, and performance risks
- Monitor and drive improvement and corrective actions for SLAs in accordance with agreements or any other documents for third-party suppliers
- Report monthly on vendor performance to Leadership and the Senior Leadership
- Evaluate vendor contracts annually
- Ensure updating of SLAs when required and that value is obtained for the respective supplier. Includes contract changes, amendments, extensions, review, renewal and termination
- Escalation owner for vendor related risks and disputes
- Lead a team of professionals to deliver complex client engagements which help identify, design, and implement creative customer experience solutions for the company
- Develop team members to deliver their best, every day, through building trust, engaging talent and managing through complexity
- Analyze data with internal stakeholders and vendors to drive changes, improving operational processes, identify opportunities to increase efficiency to reduce costs
- Recommend policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and controlled costs
- Build and maintain strong relationships with stakeholders to properly manage expectations on performance, business requirements and overall service delivery
- Serve as primary point of contact for vendor leadership
- Facilitate executive business reviews (QBRs)
- Drive alignment across Training, Quality, Ops, IT, Content, and Cross Functional teams
- Ensure compliance with contract terms and SOWs
- Perform volume validations, analysis, and coordinate approval of invoices
- Ensure that all supporting services are scoped and documented and that interfaces and dependencies between suppliers, supporting services and supplier processes are documented and agreed
- Coordinate with Operations Team and vendor partners to maximize efficiency and occupancy while meeting service objectives (customer satisfaction, performance and budgetary)
- Develop BPO statements of work and negotiate contracts
- Support re-negotiations, penalties, and incentive governance
- Management of contractual dispute resolution including but not limited to closed loop corrective action programs
- Develop and implement process redesigns transitioning from current state to future-state
- Lead and participate in internal and vendor projects to ensure objectives are met, deliverables completed, and success measured
- Support pilots and transformation initiatives
Education:
- Bachelor's Degree (or equivalent experience) in Business or related field
- 8 years of experience spanning the following areas:
- Experience working in a Contact Center Environment;
- Experience working with internal stakeholders and vendors to build solutions;
- Experience with influencing other teams/groups to gain critical support;
- Strong time and project management experience
- Spanish
- Advanced Knowledge of Contact Center Learning and Development and/or Quality Assurance training methods
- Intermediate Knowledge of Incident Manager Software (ex :Oracle Service Cloud, Salesforce)
- Intermediate Knowledge of Microsoft Office Suite (Word, PowerPoint, Excel, Outlook)
- Intermediate Knowledge of Customer Service Telephony Software (ex: Five9)
- Intermediate Knowledge of Learning Management Systems
- Intermediate Knowledge of the Contact Center Service industry and best practice methodologies - Preferred
- Strong written/verbal communication and good presentation skills (for both internal and external audience)
- Strong interpersonal skills with a positive attitude
- Strong problem solving & troubleshooting skills and the ability to exercise sound judgement in decision-making
- Ability to orchestrate efforts from internal and outsourced teams to conduct and engage in meaningful conversations during weekly, monthly and quarterly
- business reviews
- Ability to lead, coach, and develop team members
- Ability to manage and prioritize multiple projects while driving business outcomes
This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager.
Base Salary
- The targeted base salary range for this position if based in TN will be $85,000 - $105,000 per year.
- The targeted base salary range for this position if based in NJ will be $100,000 - $125,000 per year.
- Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.
- This position is eligible for a 15% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
- Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.
We offer a comprehensive benefits package with diverse plan options to meet your family’s needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. Details are available at https://mybenefits.nfp.com/Brother/2026/guidebook/
Our Mission, Vision & Culture
Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed.
About Where We Work
Brother’s corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always “at your side” for our customers.
Equal Opportunity Employer (EOE) Statement
Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com .
Salary : $100,000 - $125,000