Vendor Program Manager

About the team

The Vendor Program Manager plays a critical role within Zillow’s Contact Center Operations team, serving as the primary connection between our outsourced contact center vendor partners and the broader organization. This team drives collaboration, operational success, and seamless partnerships to ensure exceptional customer experiences.

About the role

The Vendor Program Manager (P3) will oversee and support multiple outsourced contact centers, managing relationships, performance, and service delivery for designated lines of business (LOB). This role partners with internal teams to enhance customer experiences, launch new initiatives, maintain operational efficiency, and ensure adherence to Standard Operating Procedures (SOPs).
 

Key Responsibilities:

• Audit and analyze vendor invoices for accuracy, ensuring appropriate application of penalties and incentives based on monthly performance results.

• Develop innovative strategies to drive vendor performance beyond operational objectives and ensure continuous improvement.

• Achieve and exceed key performance targets, including Call Transfer Rate, Calls and SMS per Hour, customer satisfaction, quality, and resolution rates.

• Enhance operational efficiency by improving utilization and interval compliance.

• Minimize errors in disposition accuracy by enforcing adherence to SOPs.

• Prepare weekly performance reports, analyze trends, and recommend actionable plans to improve vendor productivity.

• Manage the provisioning and de-provisioning of vendor representatives through Workday, ensuring SOX compliance through regular audits.

• Conduct root-cause analyses for technical issues, implementing recovery plans as needed.

• Monitor local challenges impacting operations and coordinate mitigation strategies with Workforce Management and leadership.

• Collaborate with cross-functional teams to align operational goals, streamline processes, and drive continuous improvement initiatives.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $81,200.00 - $129,800.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• 4+ years of experience in vendor operations management within …