Manager, Vendor Service Delivery

Vendor Service Delivery Manager

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. The Vendor Service Delivery Manager is accountable for driving outstanding performance across 3-5 outsourced customer service centers, with a sharp focus on delivering a 5-star customer experience. This role leads vendor governance, performance improvement, and operational alignment to ensure vendors consistently meet or exceed service expectations. Success is measured by vendor adherence to important metrics, CSAT, efficiency, sales conversion, and alignment with customer-centric processes and policies.

What You'll Do:

• Own vendor performance management with a focus on delivering outstanding, 5-star customer experiences.
• Monitor and carry out SLAs, CSAT, QA, and productivity targets, ensuring vendors meet agreed-upon standards.
• Lead regular vendor performance reviews (WBRs/QBRs), including deep dives into customer experience metrics, root causes, and action plans.
• Act as the primary escalation point for critical customer-impacting vendor issues, driving resolution and long-term improvement.
• Partner with vendors to continuously improve service quality through process improvement, coaching, and sharing standard methodologies.
• Implement performance scorecards, dashboards, and real-time reporting to drive vendor accountability and transparency.
• Collaborate cross-functionally with Workforce, Training, QA, and Ops to align vendor output with customer expectations and business goals.
• Develop and implement vendor action plans focused on elevating customer satisfaction, reducing errors, and increasing first-contact resolution.
• Provide structured coaching to vendor leadership teams to reinforce customer-first behavior and adherence to service excellence standards.
• Support new vendor onboarding, transitions, and ramps with clear performance expectations and training alignment.
• Drive vendor engagement strategies to promote high morale, recognition, and consistent delivery of branded service experiences.
• Maintain up-to-date vendor documentation, including contract details, scorecards, critical issues, and performance records.
• Negotiates and handles vendor contracts with clear performance clauses tied to customer satisfaction and efficiency.
• Analyze trends in CSAT, complaints, and operational metrics to identify gaps and lead targeted improvements.

What We're Looking For:

• Customer experience leadership experience
• Vendor performance management & governance background
• Critical issue resolution & root cause analysis knowledge
• Experience with service-level management (SLA, KPI, CSAT, QA)
• Confirmed skills in process and service quality improvement
• BPO relationship and contract management
• Critical communication & customer influence
• Operational transformation and efficiency
• 3+ years of vendor management experience with a strong focus on customer service delivery and performance oversight
• Proven experience driving performance improvements and 5-star customer experiences in a BPO or outsourced model
• Deep knowledge of CSAT, QA, FCR, and service performance indicators
• Experience managing vendor accountability through scorecards, governance models, and contract enforcement
• Strong leadership, influence, and relationship-building skills across diverse, global vendor teams
• Skilled in leading WBRs, QBRs, and vendor action planning
• Excellent analytical and problem-solving abilities; able to interpret performance data and translate into action
• Strong communication and presentation skills with both internal customers and external vendors
• Proficient in Microsoft Excel, PowerPoint, Word, and Outlook; experience with CRM and contact center tools (Salesforce, NICE, Zendesk, etc.) is a plus
• Bachelor's degree in Business or equivalent experience
• Knowledge of workforce management and customer journey mapping preferred
• B2B travel or hospitality industry experience is a plus
• Ability to travel up to 50% as required by the business

Location: United States The US national base salary range for this position is from $66,500.00 - $123,500.00 The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate's relevant experience, skills, knowledge, and work location. In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus which rewards participants based on individual and/or company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.