Principal Vendor Partner Manager

We are a high-impact, fast-moving Customer Success organization on a transformational journey. With bold goals and a deep obsession for both customer and expert experiences, we operate at velocity and with purpose to deliver measurable impact at scale. We're looking for a bold, strategic, and hands-on leader to join our passionate team and help us drive large-scale change across both internal operations and external partner ecosystems. As a Principal-level individual contributor in Vendor Partner Management, you will serve as a subject matter expert and strategic force across our highest-priority customer success partnerships. You will shape how we deliver excellence at scale – designing programs, influencing cross-functional strategy, and driving complex initiatives with a high degree of autonomy. You are a critical connector between internal teams and external partners, and a key voice in how we evolve our service delivery model.

Key Responsibilities Partner Management & Service Delivery Serve as the primary strategic lead for multiple high-impact vendor/BPO relationships, responsible for driving operational excellence and measurable business outcomes. Own KPI performance across CSAT, AHT, and Issue Resolution, conducting deep root-cause analysis, driving performance improvement plan accountability, and escalating systemic issues to senior leaders with clear improvement paths. Lead Weekly and Monthly Business Reviews (WBRs/MBRs) with analytical rigor, ensuring partners deliver data-driven pre-reads, own performance gaps, and execute on improvement actions with urgency. Monitor staffing delivery against capacity plans in real time, partnering with WFM to address intraday gaps and maintain supply-demand alignment. Act as the primary escalation and advocacy point across internal stakeholders, influencing resolution paths and shaping long-term operational improvements. Strategic Programs & Transformation Lead cross-functional initiatives that improve support delivery, expert experience, expert readiness, and tooling across vendor networks. Shape how our engagement models are operationalized across partner-initiated flows, translating engagement types (testing/piloting, service guidance, comms/cascade, VOE, strategy alignment) into clear governance routines and partner accountability structures. Champion expert readiness ensuring change management, training design, and cascade coordination are built into initiative planning from the outset. Serve as a trusted advisor across CX, Product, Ops, and Finance to inform experience design and scaling decisions at an organizational level. Drive service innovation by designing and piloting new staffing models and workflows, working closely with internal technology and CX teams to bring new approaches from concept to execution. Data-Driven Insight & Impact Synthesize complex, multi-source data, including Expert Performance dashboards, Customer Insights, and Staffing Scheduled vs. Delivered reports, into compelling business insights and strategic recommendations for senior leadership. Develop performance frameworks and analytical models that assess the health of partner relationships, identify root causes, and quantify the ROI of strategic initiatives. Build and maintain executive-level reporting on partnership performance, initiative impact, and expert readiness trends. Change Leadership & Innovation Lead change management for complex, multi-partner initiatives, navigating sensitivity levels, managing narrative coordination, and ensuring service delivery managers are prepared before any change reaches the expert network. Champion innovation by introducing new approaches to service delivery and partner operations, and by helping cross-functional partners understand the execution requirements their initiatives create for the expert network. Model and advance a culture of continuous improvement, bold thinking, and operational excellence across the partner ecosystem.