Oncourse Home Solutions ยท 3 weeks ago
Manager, Vendor Performance (Contact Center Operations)
Naperville, IL
Full-time
Hybrid
Mid Level
$90K/yr - $125K/yr
3+ years expOncourse Home Solutions is a people-centric organization focused on providing home solutions to customers across the U.S. The Vendor Performance Manager will manage the performance and compliance of third-party vendor partners, ensuring alignment with service level agreements and driving operational efficiency through strategic relationship management.
Heating Ventilation and Air Conditioning (HVAC)Home ImprovementHome Services
Responsibilities
Oversee the performance and compliance of multiple third-party vendor partners, ensuring alignment with contractual service level agreements (SLAs) and key performance indicators (KPIs)
Develop and maintain vendor scorecards and dashboards to track performance, cost efficiency, and service quality
Lead weekly and monthly business reviews with vendor senior leadership to assess performance, address issues, and align on strategic goals
Serve as the primary liaison between OHS and vendor leadership, fostering strong, collaborative relationships and ensuring clear communication
Partner with internal stakeholders (e.g., Finance, Legal, Compliance, Training, Customer Experience) to support vendor-related initiatives and resolve escalations
Analyze vendor data to identify trends, risks, and opportunities for improvement, and provide actionable insights to leadership
Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis
Support contract negotiations and renewals in collaboration with Legal and Procurement to ensure favorable terms and alignment with business needs
Monitor and support vendor onboarding, offboarding, and contingency planning processes
Drive continuous improvement by identifying and implementing process enhancements and value-added services from vendor partners
Ensure vendor adherence to compliance standards, including data security, regulatory requirements, and internal policies
Up to 15% (2 weeks per quarter) travel required could increase depending on the vendor performance and business requirements. Domestic and international travel, passport is required
Other duties as assigned by Leadership
Qualification
Required
Minimum of 3 years of experience in vendor contact center management, outsourcing, or a related operations leadership role
Proven ability to manage multiple projects and priorities independently in a fast-paced environment
Strong experience in building and managing business relationships with internal stakeholders and external vendor partners
Demonstrated success as a change agent, driving transformation and continuous improvement initiatives
Strong analytical and problem-solving skills, with the ability to collect and interpret data, identify trends, and develop actionable insights
Ability to influence and communicate effectively across all levels of the organization, including senior leadership and external partners
Ability to manage multiple priorities in a fast-paced environment and drive continuous improvement initiatives
Flexible and adaptable, with a track record of maintaining effectiveness in dynamic and diverse work environments
Strong problem-solving, analytical, and organizational skills
Experience in budgeting and needs analysis
Proficiency in Microsoft and Google Suites
Strong Excel skills required
Basic understanding of telephony systems
Proficient with reporting out of Looker
Familiarity with Verint (QA/Performance Management and WFM)
Bachelor's degree in business, data analytics, or operations management (or equivalent work experience) required
Preferred
Certified Professional in Supply Management
Certified Outsourcing Professional
other quality-related certifications
Benefits
Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
Generous Paid Time Off: Take the time you need to recharge and relax.
Education Assistance Program: Invest in your growth and development with our support.
FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
Company
Oncourse Home Solutions
Oncourse Home Solutions offers home warranty plans, covering repairs, maintenance, and improvements.
501-1000 employees
H1B Sponsorship
Oncourse Home Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (6)
2023 (2)
2022 (2)
Funding
Current Stage
Late StageLeadership Team
Andrei Utkin
Head of Acquisition Marketing
Recent News
2025-10-22
2025-08-26
Company data provided by crunchbase