Tapcheck

Tapcheck

BPO Vendor Manager

Remote - United States · Director

No sponsorshipDetected 46 days ago
CybersecurityNegotiationProcurementZendeskLeadership

About the role

  • On-time, on-quality knowledge transfer with BPO agents meeting certification gates before handling live customer contacts.
  • Maintenance or improvement of CSAT, NPS, FCR, and quality scores through the transition period, with no degradation in customer experience.
  • Achievement of cost-per-contact and cost-per-resolution targets defined in the business case.

Responsibilities

  • Own the end-to-end onboarding of a new BPO partner: RFP, evaluation, site visits, contracting, technical and security integration, training, ramp, and transition to steady state.
  • Build the selection framework: evaluation criteria, scoring rubrics, and reference checks across capability, capacity, geography, cost, security posture, and cultural fit.
  • Negotiate SOWs, SLAs, rate cards, volume commitments, ramp schedules, and gain-share or risk-share structures that protect Tapcheck's interests while building a productive vendor relationship.
  • Develop and manage the end-to-end transition and onboarding plan with clear milestones, dependencies, risk mitigation strategies, and executive-level status reporting.
  • Design and execute the knowledge transfer program: documentation standards, nesting plans, certification gates, and go-live readiness criteria.
  • Build the QA framework: scorecards, calibration cadences, audit sampling methodology, and escalation triggers that ensure quality parity with the in-house team.
  • Coordinate cross-functional readiness with Legal, Finance, Procurement, InfoSec, IT, Workforce Management, Quality, Training, and Enablement. Own the master onboarding plan and hold every workstream to its dates.
  • Own daily, weekly, and monthly performance against contracted SLAs (CSAT, response time, resolution time, AHT, occupancy, schedule adherence, QA score) across all of the partner's sites.
  • Build and maintain the vendor scorecard. Translate raw Zendesk, Omni, and WFM data into a single source of truth that internal leadership and the vendor both trust.
  • Run weekly business reviews and quarterly business reviews (QBRs) with vendor leadership. Drive root-cause analysis on misses and clear, time-bound corrective action plans.

Requirements

  • BPO agent attrition and speed-to-proficiency benchmarks met within the first 90 days of go-live.
  • Hands-on experience with RFP processes, MSA/SOW/SLA negotiation, and vendor governance frameworks.

Compensation

  • Compensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process.
  • Equal Employment Opportunity Policy
  • This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Company info

  • Continuous improvement is at the heart of our culture.
  • We are committed to setting high standards and pushing ourselves to exceed them.
  • We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.

Equal opportunity

  • Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
  • This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Visa & Work Authorization

  • At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.).
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This listing is sourced directly from Tapcheck's careers page and normalized into a canonical job model.