Senior Supplier Relationship Manager, Contact Center

About the Role

The Sr. Principal Support Partner Manager is Gen’s primary liaison and strategic partner for outsourced contact center operations. This role leads the partner strategy and day-to-day relationship, driving service excellence, operational performance, and value. The manager establishes and monitors KPIs, ensures improvement plans are executed, oversees partner budgets and forecasts, and serves as the primary escalation point for Gen teams and partner leadership.

Working cross-functionally with Workforce Management (WFM), Training, Quality, and Global Operational Risk Governance, this role ensures outsourced operations are aligned with service targets and business needs.

Key Responsibilities

• Lead the outsourced contact center strategy and drive partner performance to exceed key performance indicators and business objectives.
• Extract, monitor, analyze, and validate KPI and service-level data to assess partner performance and identify trends.
• Identify operational efficiencies and recommend best practices to improve service and performance.
• Partner with WFM and VMO leadership to align staffing forecasts, billable hours, and budgets; manage partner budgets and forecasts with fiduciary responsibility.
• Work with Procurement on partner contract negotiations, maintain partner contracts, and support strong contractual adherence.
• Oversee successful day-to-day operations across outsourced partners, including the execution and deployment of new initiatives.
• Lead and report weekly, monthly, and quarterly business reviews.
• Solicit feedback from internal stakeholders and lead closed-loop feedback with partners.
• Manage operating expenses and end-to-end invoice reconciliation.
• Monitor partner compliance with internal and regulatory requirements and ensure appropriate controls and processes are in place.

About You

• Education: Bachelor’s degree; MBA preferred. COPC certification is an advantage.
• Experience: 8+ years managing an internal or outsourced call center.
• Experience managing outsourced partners in a fast-paced environment and with contact center technology is required.
• Leadership experience in a multilingual support contact center is a plus.
• Financial products experience is preferred, but not required.

Skills

• Excellent written and verbal communication, with the ability to present to diverse internal and external audiences.
• Ability to work with complex mathematical concepts and statistics to document, report, compare, and draw conclusions from partner-performance and campaign data.
• Strong planning and execution skills, including the ability to manage multiple competing priorities.
• Ability to work independently, stay self-motivated, manage time effectively, and be resourceful in complex situations.
• Experience using AI tools and automation for vendor management and performance tracking, with openness to emerging technologies that streamline vendor processes.

Personal Attributes

• Self-directed and resourceful, with sound judgment and contingency plans for complex situations as needs arise.
• Organized and adaptable, able to balance competing priorities while maintaining accountability for plans and results.

What’s Next

After you submit your application, you can expect the following steps in the recruitment process:

• TA Call
• Hiring Manager Interview (virtual)
• Key Partner Interviews