Vendor Manager

Please note that this is a contract role for 12 months.

Overview:

The Vendor Manager will oversee large-scale vendor operations. This role is responsible for managing outsourced support teams, ensuring operational excellence, and driving performance against key SLAs such as CSAT and other scaled KPIs. The ideal candidate is a seasoned operations professional with expertise in contract management, back office support ticket processes, opex and budget tracking, and capacity planning. Fluency in handling large data sets, cost modeling, and forecasting is essential. Experience participating in and supporting RFP processes is a significant plus.

Job Responsibilities:

• Vendor Operations Oversight: Manage a set of vendor agents, ensuring operations meet SLAs (CSAT, KPIs) and deliver high-quality support at scale.
• Contract & Budget Management: Oversee contract execution, opex and budget tracking, and capacity planning for vendor teams.
• Back Office Support: Lead and optimize back office support ticket processes, ensuring timely resolution and operational efficiency.
• Data Analysis & Forecasting: Analyze large data sets to inform cost modeling, forecasting, and operational improvements.
• RFP Participation: Support and participate in RFP processes for vendor selection and management.
• Resource Provisioning: Ensure all external resources are appropriately provisioned on Meta internal systems in compliance with company policy.
• Vendor Communication: Own communication with a diverse network of vendor companies, fostering strong partnerships.
• Workflow Optimization: Review, prioritize, and track progress of issues affecting vendor operations; provide optimal solutions.
• Cross-Functional Collaboration: Support cross-functional teams (Program Management, Engineering, etc.) to ensure requirements are implemented and processes are well understood.
• Tooling & Automation: Work with tooling teams to define platform designs and automation for vendor management.
• Process Improvement: Continuously improve and optimize internal and external processes and workflows.

Skills & Qualifications:

• Experience managing large-scale vendor operations and outsourced support teams
• Fluency in handling large data sets, cost modeling, and forecasting
• Proficiency in SQL and/or Data Analysis required
• Experience in contract management, opex/budget tracking, and capacity planning
• Experience with back office support ticket processes
• Excellent verbal and written communication skills
• Ability to work under pressure and manage multiple projects in a fast-paced environment
• Experience participating in/supporting RFPs is a plus
• Bachelor’s degree in a relevant field or equivalent experience