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(Closed) Vendor Manager - Customer Service

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🇺🇸 Las Vegas, NV


As our Quality Assurance and Customer Service Teams continue to grow, we are looking for a passionate, self motivated Vendor Manager to join our team. The Vendor Manager manages the relations and interaction with our Customer Service vendors. You will have accountability regarding the service levels across multiple workflows and partner with internal teams to ensure KPIs are met. The Vendor Manager also manages vendor service escalations and ensures appropriate resolution. You are expected to own service metrics and contribute to monthly business reviews. The position reports to the Senior Director of Customer Service.

This position is based in Las Vegas, Nevada and is not a remote opportunity.


  • Develop collaborative vendor relationships to deliver sustainable value through cost savings, performance management, and contract compliance
  • Manage contact center performance with accountability for key metrics including costs, SLAs, AHT, CSAT, quality, retention/attrition, and similar performance indicators
  • Manage all vendor headcount related matters including forecasting, ramp-downs, new lines of business and attrition targets
  • Serve as the main point of contact for vendor escalations and identify real and potential problems, provide resolutions, alternate solutions, and risk mitigation plans
  • Work closely with the 2K’s customer service management team to enhance contact center processes, procedures, technology, and customer experiences
  • Review and analyze data dashboards and reports to monitor programs and identify issues. Evaluate needs for any additional data or reporting
  • Audit invoices consistently to ensure accuracy
  • Schedule and Lead regular calls with vendors and customer service aimed at identifying and solving top issues affecting the customer’s experience within the customer service environment
  • Communicate tasks, decisions, and processes in terms of the big picture and cross-departmental impacts to vendors effectively and efficiently
  • Contribute to the continuous improvement mindset across all customer experience functions
  • Exhibit a can-do attitude to help achieve studio and CS team goals
  • Travel on a quarterly basis will be required
  • Perform other duties as needed


  • Knowledge of vendor management best practices (performance management, risk, compliance, and vendor audit processes)
  • Able to effectively communicate clear vision, goals, and expectations
  • Detail oriented with excellent time management and organization skills
  • Able to assess priorities and multi-task to meet deadlines and objectives
  • Data-driven mindset and an aptitude for technology
  • Experience in RFP processes, vendor, and contract negotiations
  • Able to rally a team behind an idea to build positive momentum to achieve desired results
  • Build and maintain working relationship with internal business partners across the organization and external contacts


  • Associate’s or Bachelor’s degree in a related discipline; or significant CS management experience with a high school diploma or equivalent
  • 2-5 years of direct management of contact center, vendor relations or customer service operations
  • 3+ years of people management to include remote teams
  • Located in or relocate to Las Vegas, NV
  • Must have an ability to think strategically, objectively, and effectively to translate data into actionable insights/strategies
  • Excellent communication and interpersonal skills; ability to articulate thoughts and ideas clearly and concisely
  • A self-starter with a proven record of success in completing key objectives and business initiatives
  • Proactively identify issues and opportunities then take/recommend actions appropriately and timely
  • Strong creative problem solving, business judgment and financial acumen are required
  • Able to adapt and succeed through ambiguity and competing priorities
  • Demonstrate a sense of urgency and take initiative within a fast paced, changing environment
  • Receive and take action on feedback and lessons learned for continuous professional improvement and development
  • Prolonged periods of sitting, standing, working at a computer, walking to different floors, attending meetings, and participating in events
  • Must be able to lift up to 20 pounds at times assisted or unassisted


  • Passion for games and the gaming industry
  • Experience with relevant tools such as Zendesk, Google Analytics, Confluence, Jira.
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