Job Description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and through their work can make an impact on our industry. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The Vendor Service Delivery Manager is accountable for driving outstanding performance across 3-5 outsourced customer service centers, with a sharp focus on delivering a 5-star customer experience. This role leads vendor governance, performance improvement, and operational alignment to ensure vendors consistently meet or exceed service expectations. Success is measured by vendor adherence to important metrics, CSAT, efficiency, sales conversion, and alignment with customer-centric processes and policies.

What You'll Do:

• Own vendor performance management with a focus on delivering outstanding, 5-star customer experiences.

• Monitor and carry out SLAs, CSAT, QA, and productivity targets, ensuring vendors meet agreed-upon standards.

• Lead regular vendor performance reviews (WBRs/QBRs), including deep dives into customer experience metrics, root causes, and action plans.

• Act as the primary escalation point for critical customer-impacting vendor issues, driving resolution and long-term improvement.

• Partner with vendors to continuously improve service quality through process improvement, coaching, and sharing standard methodologies.

• Implement performance scorecards, dashboards, and real-time reporting to drive vendor accountability and transparency.

• Collaborate cross-functionally with Workforce, Training, QA, and Ops to align vendor output with customer expectations and business goals.

• Develop and implement vendor action plans focused on elevating customer satisfaction, reducing errors, and increasing first-contact resolution.

• Provide structured coaching to vendor leadership teams to reinforce customer-first behavior and adherence to service excellence standards.

• Support new vendor onboarding, transitions, and ramps with clear performance expectations and training alignment.

• Drive vendor engagement strategies to promote high morale, recognition, and consistent delivery of branded service experiences.

• Maintain up-to-date vendor documentation, including contract details, scorecards, critical issues, and performance records.

• Negotiate and handle vendor contracts with clear performance clauses tied to customer satisfaction and efficiency.

• Analyze trends in CSAT, complaints, and operational metrics to identify gaps and lead targeted improvements.

What We're Looking For:

• Customer experience leadership experience

• Vendor performance management & governance background

• Critical issue resolution & root cause analysis knowledge

• Experience with service-level management (SLA, KPI, CSAT, QA)

• Confirmed skills in process and service quality improvement

• BPO relationship and contract management

• Critical communication & customer influence

• Operational transformation and efficiency

• 3+ years of vendor management experience with a strong focus on customer service delivery and performance oversight

• Proven experience driving performance improvements and 5-star customer experiences in a BPO or outsourced model

• Deep knowledge of CSAT, QA, FCR, and service performance indicators

• Experience managing vendor accountability through scorecards, governance models, and contract enforcement

• Strong leadership, influence, and relationship-building skills across diverse, global vendor teams

• Skilled in leading WBRs, QBRs, and vendor action planning

• Excellent analytical and problem-solving abilities; able to interpret performance data and translate into action

• Strong communication and presentation skills with both internal customers and external vendors

• Proficient in Microsoft Excel, PowerPoint, Word, and Outlook; experience with CRM and contact center tools (Salesforce, NICE, Zendesk, etc.) is a plus

• Bachelors degree in Business or equivalent experience

• Knowledge of workforce management and customer journey mapping preferred

• B2B travel or hospitality industry experience is a plus

• Ability to travel up to 50% as required by the business

Location

United States

The US national base salary range for this position is from

$66,500.00 - $123,500.00

The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidates relevant experience, skills, knowledge, and work location.

In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus which rewards participants based on individual and/or company performance.

For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance (

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here ( for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement ( .

What if I dont meet every requirement? If youre passionate about our mission and believe youd be a phenomenal addition to our team, dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!

Click Here to Learn More (

Job Tags

Similar Jobs