Vendor Manager for Emergency Relay
Vendor Manager for Emergency Relay
Posted on :
20-08-2025
Employer Active
1 Vacancy
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Job Description
The Emergency Relay Vendor Manager will engage in defining the scope and requirements of an expanding program and will engage with assigned site(s) to own daily weekly monthly and quarterly performance through effective improvement plans and acting as the primary point of contact for Apple on all operational ideal VM for this specific role will exhibit personal accountability for performance and ensure their site(s) are meeting or tracking toward targets. They will engage deeply with the Supplier as well as all internal stakeholders including AppleCare Operations Forecasting & Analytics Workforce Management Training and Quality teams to ensure information flows efficiently between Apple and outsource partners. It is imperative that this VM works closely with the various stakeholders to ensure optimal delivery. Flexibility is a VM will be working to define and refine processes for the program including interaction handling overflow programs procedures and escalation role will work very closely with the AppleCare Training Procedures and Quality and Support Readiness teams to align on the worldwide ESOS Relay strategy with current operational needs.
- 5 years contact center Supplier management experience or client services/account management experience with a contact center service provider.
- Excellent oral and written communication skills and ability to navigate at multiple levels of engagement including senior level audience.
- Effective analytical and structured problem-solving skills.
- Demonstrated operational knowledge strategic planning skills and dynamic interpersonal skills to navigate at multiple levels of engagement.
- Ability to distill complex challenges into a cogent strategy. Highly organized and able to make decisions based on a broad set of variables quickly and efficiently.
- Experience utilizing influencing skills and working with stakeholders successfully. Ability to work well with business owners to understand business needs and goals.
- Bachelors Degree or equivalent experience.
- Travel may be required.
- 8 years of experience managing technical support and/or customer care contact center operations.
- Ability to work autonomously and to collaborate optimally with a peer group.
- Experience with emergency services or PSAP (Public Safety Answering Point) operations is a plus.
- Experience with white glove services with extremely tight service level targets.
- Project management / business process reengineering experience.
- COPC Registered Coordination Certification preferred.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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