Manager, Vendor Management – Outbound Sales
Brightspeed, Charlotte, NC, United States
At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best‑in‑class customer experience. Be a part of the team that will make this vision a reality—designing and building a world class fiber network and creating a customer experience second to none.
Job Description We are looking for a Manager, Vendor Management – Outside Sales to join our growing team. In this role, you will lead all execution aspects of 1‑3 contact centers that support Brightspeed’s outbound calling programs, develop and implement outbound calling strategies to achieve targets for sales and revenue, manage BPO operations, and ensure contractual execution, SLA delivery and long‑term strategic success of the centers.
Vendor Partner Relationship Management
Oversee and optimize relationships with external suppliers, involving strategic planning, negotiation and performance evaluation.
Cultivate and maintain strong relationships with contact center vendors.
Regularly assess vendor performance against KPIs and take proactive measures to address any issues or gaps.
Sales Strategy Execution
Translate sales strategies into actionable plans for vendor teams, ensuring alignment with organizational goals.
Monitor and track performance metrics, providing regular updates and insights to stakeholders.
Responsible for the delivery of sales quotas: Prospect Sales, Copper to Fiber Migrations, Winback, Cross‑Sell, Product Upgrades.
Manage Attachment & Package Mix measurements to ensure ARPU delivery at or above target.
Quality Assurance and Compliance
Establish quality assurance protocols and standards to ensure consistent delivery of high‑quality interactions.
Conduct audits and quality checks to assess adherence to established guidelines, policies and regulatory requirements.
Address compliance issues promptly and work with vendors to implement corrective actions and prevent recurrence.
Performance Optimization
Analyze data and trends to identify areas for improvement and optimization.
Work closely with vendors to implement strategies for enhancing sales, activations and revenue.
Provide training, guidance and support to vendor teams to maximize their potential.
Risk Management and Compliance
Ensure compliance with regulatory requirements and company policies in all outbound activities.
Identify and mitigate risks associated with vendor operations, including data security and quality assurance.
Communication and Reporting
Serve as the primary point of contact between internal stakeholders and vendor teams.
Communicate regularly with stakeholders to provide updates on sales performance, initiatives and challenges.
Prepare and present reports, analyses and recommendations to senior management as needed.
Other Responsibilities
Crisis management skills for handling escalated customer issues and ensuring swift resolution.
Act as escalation point, sometimes after hours, when standard processes are not meeting customer expectations.
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required.
Qualifications
Bachelor’s Degree or equivalent experience.
3+ years of experience leading and managing a team.
3+ years of experience managing contact centers and BPO vendor management organizations.
Outbound sales, service and collections experience.
Experience developing and implementing contact center or channel performance improvement strategies.
Experience improving customer experience and service strategies.
Experience developing, implementing and tracking KPIs.
Strong customer focus and proven customer advocacy.
Knowledge of key elements that comprise the end‑to‑end customer experience.
Ability to communicate orally and in writing in a clear and straightforward manner.
Ability to document, prepare and present data‑driven presentations.
Ability to make decisions and solve problems while working under pressure.
Ability to prioritize and organize effectively.
Proven track record of developing staff and maintaining a high standard of employee relations.
Ability to use personal computer and software.
Knowledge of broadband products and services.
Strong negotiation skills and ability to manage complex contracts.
Strong business planning and forecasting skills.
Strong leadership ability.
Ability to serve as a visionary and think strategically.
Ability to lead large change initiatives.
Ability to foster teamwork and build a strong culture of collaboration.
Bonus Points For
Master’s Degree.
Workforce Management Experience.
Certification in vendor management or related field (e.g., Certified Vendor Manager).
Internet, ISP, Telco or Cable industry experience.
Physical Demands
Remote work from home.
Flexibility to work outside regular business hours as needed to support global operations.
May require domestic and/or international travel to BPO partner centers.
Why Join Us? We aspire to contemporary ways of working. Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End – East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to create a vibrant hybrid workforce. Brightspeed offers roles that are designated as remote, hybrid, office or field‑based, depending on the position, business needs and individual circumstances. We invest in technology to keep our team connected, because we believe in hiring the best talent wherever they may be.
We Offer Competitive Compensation And Comprehensive Benefits Our benefits and paid time off programs reflect our belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefits program, including competitive medical, dental, vision and life insurance; an employee assistance program; a 401(k) plan with company match and a host of voluntary benefits.
Inclusion and Belonging Inclusion and belonging are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high‑quality internet because we believe doing so promotes equity in the communities we serve.
Equal Opportunity Employer Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including those with a disability and veterans. If you require reasonable accommodation to complete a job application or otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.
Privacy Notices
Brightspeed’s Privacy Notice for California Residents
Brightspeed’s Privacy Notice
#J-18808-Ljbffr
Job Description We are looking for a Manager, Vendor Management – Outside Sales to join our growing team. In this role, you will lead all execution aspects of 1‑3 contact centers that support Brightspeed’s outbound calling programs, develop and implement outbound calling strategies to achieve targets for sales and revenue, manage BPO operations, and ensure contractual execution, SLA delivery and long‑term strategic success of the centers.
Vendor Partner Relationship Management
Oversee and optimize relationships with external suppliers, involving strategic planning, negotiation and performance evaluation.
Cultivate and maintain strong relationships with contact center vendors.
Regularly assess vendor performance against KPIs and take proactive measures to address any issues or gaps.
Sales Strategy Execution
Translate sales strategies into actionable plans for vendor teams, ensuring alignment with organizational goals.
Monitor and track performance metrics, providing regular updates and insights to stakeholders.
Responsible for the delivery of sales quotas: Prospect Sales, Copper to Fiber Migrations, Winback, Cross‑Sell, Product Upgrades.
Manage Attachment & Package Mix measurements to ensure ARPU delivery at or above target.
Quality Assurance and Compliance
Establish quality assurance protocols and standards to ensure consistent delivery of high‑quality interactions.
Conduct audits and quality checks to assess adherence to established guidelines, policies and regulatory requirements.
Address compliance issues promptly and work with vendors to implement corrective actions and prevent recurrence.
Performance Optimization
Analyze data and trends to identify areas for improvement and optimization.
Work closely with vendors to implement strategies for enhancing sales, activations and revenue.
Provide training, guidance and support to vendor teams to maximize their potential.
Risk Management and Compliance
Ensure compliance with regulatory requirements and company policies in all outbound activities.
Identify and mitigate risks associated with vendor operations, including data security and quality assurance.
Communication and Reporting
Serve as the primary point of contact between internal stakeholders and vendor teams.
Communicate regularly with stakeholders to provide updates on sales performance, initiatives and challenges.
Prepare and present reports, analyses and recommendations to senior management as needed.
Other Responsibilities
Crisis management skills for handling escalated customer issues and ensuring swift resolution.
Act as escalation point, sometimes after hours, when standard processes are not meeting customer expectations.
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required.
Qualifications
Bachelor’s Degree or equivalent experience.
3+ years of experience leading and managing a team.
3+ years of experience managing contact centers and BPO vendor management organizations.
Outbound sales, service and collections experience.
Experience developing and implementing contact center or channel performance improvement strategies.
Experience improving customer experience and service strategies.
Experience developing, implementing and tracking KPIs.
Strong customer focus and proven customer advocacy.
Knowledge of key elements that comprise the end‑to‑end customer experience.
Ability to communicate orally and in writing in a clear and straightforward manner.
Ability to document, prepare and present data‑driven presentations.
Ability to make decisions and solve problems while working under pressure.
Ability to prioritize and organize effectively.
Proven track record of developing staff and maintaining a high standard of employee relations.
Ability to use personal computer and software.
Knowledge of broadband products and services.
Strong negotiation skills and ability to manage complex contracts.
Strong business planning and forecasting skills.
Strong leadership ability.
Ability to serve as a visionary and think strategically.
Ability to lead large change initiatives.
Ability to foster teamwork and build a strong culture of collaboration.
Bonus Points For
Master’s Degree.
Workforce Management Experience.
Certification in vendor management or related field (e.g., Certified Vendor Manager).
Internet, ISP, Telco or Cable industry experience.
Physical Demands
Remote work from home.
Flexibility to work outside regular business hours as needed to support global operations.
May require domestic and/or international travel to BPO partner centers.
Why Join Us? We aspire to contemporary ways of working. Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End – East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to create a vibrant hybrid workforce. Brightspeed offers roles that are designated as remote, hybrid, office or field‑based, depending on the position, business needs and individual circumstances. We invest in technology to keep our team connected, because we believe in hiring the best talent wherever they may be.
We Offer Competitive Compensation And Comprehensive Benefits Our benefits and paid time off programs reflect our belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefits program, including competitive medical, dental, vision and life insurance; an employee assistance program; a 401(k) plan with company match and a host of voluntary benefits.
Inclusion and Belonging Inclusion and belonging are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high‑quality internet because we believe doing so promotes equity in the communities we serve.
Equal Opportunity Employer Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including those with a disability and veterans. If you require reasonable accommodation to complete a job application or otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.
Privacy Notices
Brightspeed’s Privacy Notice for California Residents
Brightspeed’s Privacy Notice
#J-18808-Ljbffr