Vendor Manager, MPO Support Ops

The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations. The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.

Responsibilities - Serve as the primary operational point of contact for assigned vendor sites - Lead regular business reviews — weekly and monthly — with vendor operations leads, tracking performance against contractual KPIs - Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes end-to-end - Monitor day-to-day vendor operations, flagging performance deviations and ensuring timely resolution - Track and report on key operational metrics including SLA attainment, CSAT, productivity, AHT, and quality scores - Manage vendor onboarding for new agent batches, including training coordination, tooling access, and readiness checkpoints - Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors - Support contract and SOW management; flag risks related to billing accuracy, SLA credits, or scope changes - Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements