Vendor Manager - Customer Service Operations - Full-time

Over the past 30 years, DISH has built a talented group of leaders and support teams at its corporate headquarters in Englewood, Colorado. As the company continues to develop, offering new products and services to an increasing customer base, it looks to recruit outstanding candidates capable to turning ideas and strategies into world-class results.

 A successful Vendor Manager will have the following: 

• Bachelor's degree from four-year college or university; or four years of call center experience; or equivalent combination of education and experience.
• Strong leadership skills and the ability to identify and drive solutions in the vendor world. 
• Excellent verbal and written communication skills and experience working with multicultural teams.
• Strong analytical skills in order to identify performance issues.
• Ability to facilitate a project with multiple steps from conception to delivery and measure success.

The vendor manager is responsible for vendor relations in the outsourced customer service centers.  This includes working on site with the outsourcers to drive performance on all customer service metrics.  These managers are also responsible for negotiating and maintaining contract issues, as well as reviewing invoices. These managers often serve as Dish’s “feet on the ground” to drive all customer initiatives, and serve as a conduit for providing feedback to headquarters.  These positions are based out of the DISH corporate headquarters, but they require 50%-75% international travel. 

Primary responsibilities will fall into the following categories: 

• Negotiate contracts and scope of work documents with outsource vendors.
• Communicate business changes and strategic initiatives to outsource vendors and oversee implementation.
• Gather feedback from customer service agents and propose solutions to identified issues.
• Monitor vendor performance through site visits, call monitoring, and data analysis.
• Identify performance gaps and collaborate with vendors to develop and implement improvement plans.
• Audit reports and invoices to ensure accuracy and compliance.