Vendor Program Manager

About the team The Vendor Program Manager plays a critical role within Zillow's Contact Center Operations team, serving as the primary connection between our outsourced contact center vendor partners and the broader organization. This team drives collaboration, operational success, and seamless partnerships to ensure exceptional customer experiences. About the role The Vendor Program Manager (P3) will oversee and support multiple outsourced contact centers, managing relationships, performance, and service delivery for designated lines of business (LOB). This role partners with internal teams to enhance customer experiences, launch new initiatives, maintain operational efficiency, and ensure adherence to Standard Operating Procedures (SOPs). Key Responsibilities: Audit and analyze vendor invoices for accuracy, ensuring appropriate application of penalties and incentives based on monthly performance results. Develop innovative strategies to drive vendor performance beyond operational objectives and ensure continuous improvement. Achieve and exceed key performance targets, including Call Transfer Rate, Calls and SMS per Hour, customer satisfaction, quality, and resolution rates. Enhance operational efficiency by improving utilization and interval compliance. Minimize errors in disposition accuracy by enforcing adherence to SOPs. Prepare weekly performance reports, analyze trends, and recommend actionable plans to improve vendor productivity. Manage the provisioning and de-provisioning of vendor representatives through Workday, ensuring SOX compliance through regular audits. Conduct root-cause analyses for technical issues, implementing recovery plans as needed. Monitor local challenges impacting operations and coordinate mitigation strategies with Workforce Management and leadership. Collaborate with cross-functional teams to align operational goals, streamline processes, and drive continuous improvement initiatives. This role has been categorized as a teleworker position. Teleworkers do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any part of Mexico, but preferably in Mexico City, as we would encourage attendance for occasional in-office events. In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location. Who you are 4+ years of experience in vendor operations management within a dynamic contact center environment. Proven ability to lead and empower teams directly and indirectly. Flexibility to manage high contact center volumes in a fast-paced setting. Strong interpersonal skills with a demonstrated ability to collaborate effectively in team settings. In-depth knowledge of contact center technologies and awareness of industry trends and emerging solutions. Exceptional communication, presentation, and collaboration abilities. Proficiency in Google Docs, Excel, PowerPoint, Word, and Outlook. Ability to analyze financial data and understand Workforce Management concepts. Bachelor's degree in Business or equivalent professional experience. Real estate industry knowledge is a plus. Willingness to travel up to 25%. This role is ideal for a results-driven leader with a passion for improving customer experiences, optimizing vendor performance, and driving operational excellence. Zillow is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from all backgrounds to apply. At Zillow, we strive to provide reasonable accommodations for applicants with disabilities. If you require any accommodations during the recruitment process, please let us know. Apply now to join our world-class team and make a significant impact in the Vendor Program Manager role at Zillow! Get to know us Zillow is reimagining real estate to make it easier to unlock life's next chapter. As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do is helping people move from dreaming to transacting "” and no matter what job you're in, you will play a critical role in making this vision a reality. Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, and a fundamental commitment to Equity and Belonging. We're also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don't just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees' Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list. Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, and gender identity. If you have a disability or special need that requires accommodation, please contact your recruiter directly. Q ualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Created: 2025-02-11