Vendor Operations Supervisor

Company Overview

Group/Division

Job Description/Preferred Qualifications

• 10+ years of progressive experience in vendor operations management, with a strong focus on leading large‑scale contact center operations and managing strategic vendor relationships.
• Extensive experience working with BPO organizations, including oversight of outsourced contact center services, performance governance, and relationship management across multiple regions and vendors.
• Proven ability to lead and execute change management initiatives, including process transformations, platform implementations, and operating model changes within complex, global environments.
• Demonstrated success in developing, delivering, and maintaining training programs, enablement materials, and ongoing competency models to support both vendor teams and internal stakeholders.
• Strong experience managing complex escalations from internal and external customers, resolving high‑impact operational, service, or relationship issues with professionalism and urgency.
• Deep expertise in vendor performance management, including SLA/KPI definition, monitoring, continuous improvement planning, and driving accountability through structured governance forums.
• Exceptional ability to collaborate, communicate, and build trusted partnerships with internal teams, external vendors, and senior stakeholders across a matrixed organization.
• Strong leadership presence with the ability to influence without authority, align cross‑functional teams, and drive outcomes through clarity, data, and relationship‑based leadership.
• Highly effective written and verbal communication skills, with experience presenting operational insights, risks, and recommendations to executive‑level audiences.
• Demonstrated analytical and problem‑solving skills, with the ability to translate operational data into actionable insights and strategic decisions.
• Bachelor’s degree in Business, Operations, or a related field or equivalent practical experience.

Minimum Qualifications

• 7+ years of experience in contact center operations, vendor operations, or service operations, with direct responsibility for day‑to‑day performance and delivery.
• Hands‑on experience managing external vendors, including performance monitoring, issue resolution, and ongoing operational collaboration.
• Demonstrated experience working with or within BPO organizations, supporting outsourced contact center or customer support operations.
• Proven ability to manage operational escalations from internal stakeholders and external customers, ensuring timely resolution and clear communication.
• Experience supporting or participating in change initiatives, such as process improvements, workflow changes, system implementations, or operational transitions.
• Experience contributing to or maintaining training materials, SOPs, or knowledge documentation for contact center or operational teams.
• Strong communication and collaboration skills, with the ability to work effectively across internal teams and external vendor partners.
• Ability to prioritize competing demands, make sound operational decisions, and maintain service continuity in a fast‑paced environment.
• Proficiency using contact center tools, case management systems, or operational reporting, with the ability to interpret performance data to support decisions.
• Bachelor’s degree in Business, Operations, or a related field or equivalent practical experience.

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer

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