Sr. Manager, CEC Partner Management

Job description

JOB SUMMARY: The Senior Manager, CEC Partner Management is responsible for supporting the day-to-day operations of Customer Engagement Center (CEC) external partners (BPOs). This role works to ensure consistent delivery of high quality, brand aligned customer engagement services. The Senior Manager is accountable for partner performance, operational effectiveness, and alignment with workforce, quality, technology, training, communications, and financial requirements across regions. This role reports to the Director, CEC Partner Management and Global Footprint. CANDIDATE PROFILE: Education and Experience Required: - Bachelor’s degree in Business Administration, Hospitality Management, or a related field. - 6+ years of progressive experience in Hospitality, Contact Center Operations, Outsourcing, BPO management, or Global Service Delivery. - Experience working across multiple regions and time zones. - Strong leadership, communication, project management, and interpersonal skills, with the ability to partner cross-functional teams and work with external vendors - Experience managing third party partners, contracts, and service levels. - Experience with performance management tools, re...