Supvr Vendor Management

Who We Are

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

Primary Purpose

PRIMARY PURPOSE OF POSITION

The Supervisor, Vendor Management, is responsible for overseeing and optimizing the performance of outsourced contact center partners to ensure they deliver high-quality customer service that meets organizational standards. This role manages vendor relationships, monitors operational results, drives accountability to service-level agreements, ensures staffing and resources aligns with business needs, and manages vendor spend. The Vendor Supervisor serves as the primary liaison between internal teams and external partners, ensuring consistent communication, operational readiness, compliance, and continuous improvement across all supported functions. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Primary Duties

PRIMARY DUTIES AND ACCOUNTABILITIES

• Ensures the outsourced call center meets agreed-upon service levels and business goals. Monitor and track KPIs such as service levels, AHT, CSAT, quality scores, utilization, adherence, and productivity. Conduct weekly/monthly performance reviews with vendor leadership. (30%)
• Serve as the owner of the vendor relationship from a contractual standpoint and serve as the main liaison between the company and vendor by facilitating communication between internal teams (Operations, QA, Training, WFM, Finance, Compliance) and vendor teams (20%)
• Ensure that customer interactions meet company standards. Oversee QA results and calibration sessions. Maintain compliance with regulatory, privacy, and security requirements. (20%)
• Maintain structured governance to ensure smooth operation. Lead business reviews (daily/weekly/monthly/quarterly). Proactively mitigate operational risk and continue to evolve the outsourcing model (20%)
• Responsible for the financial integrity of the outsourced operation: Managing invoices, billing accuracy, and cost allocations. (10%)
  
  

Job Scope

JOB SCOPE

• Manage relationship with 2 to 4 external vendors - Manage a vendor budget of approximately $10M - 3-6 direct reports - Decision-making authority is related to all people, processes and operations within the vendor contact center. - Accountable for the overall performance of the Vendors - Represent Customer Care organization to the Vendors - Advise Manager/Director on strategic direction as needed
  
  

Minimum Qualifications

MINIMUM QUALIFICATIONS

• Previous vendor management experience
• 4-7 years internal utility company experience (e.g. Pepco, ACE, etc.), or equivalent experience
• Strong written and oral communication skills
• Strong analytical skills
  
  

Preferred Qualifications

PREFERRED QUALIFICATIONS

• Experience negotiating vendor contracts
• Experience writing SOWs (Statement of Work)
• 2-3 years call center supervisory experience, or receive acceptable rating on Supervisory Assessment
  
  

Benefits

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $81,600.00/Yr. – $112,200.00/Yr.
• Annual Bonus for eligible positions: %
• 401(k) match and annual company contribution
• Medical, dental and vision insurance
• Life and disability insurance
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
• Referral bonus program
• And much more
  
  

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.