Customer Care Operations Program Manager

This role is the operational owner and liaison for offshore vendor management, ensuring smooth day-to-day performance across customer support channels while driving efficiency, financial accuracy, and continuous improvement. It combines vendor oversight, CRM administration, financial governance, and cross-functional collaboration to maintain service quality and operational rigor.

This role is the central hub for vendor operations-balancing performance monitoring, CRM administration, financial governance, and cross-functional alignment to ensure customer support runs efficiently and scales effectively

Key Responsibilities

• Vendor Performance & Operational Management
• Serve as the primary day-to-day contact for offshore vendor leadership and supervisory teams.
• Monitor SLA, KPI, productivity, and quality performance across all channels (phone, chat, email, back office).
• Review daily/weekly reports and dashboards to identify trends, gaps, and opportunities for improvement.
• Oversee issue escalations and drive timely resolution of operational challenges.
• Microsoft Dynamics Administration & Daily Operations
• Manage day-to-day operational tasks within Microsoft Dynamics, including:
• Reviewing and approving cases, workflows, and escalations.
• Monitoring queue performance and agent activity within Dynamics.
• Maintaining delegation and approval permissions for vendor and internal teams.
• Ensuring timely case management and accurate documentation within the CRM.
• Coordinate with IT/Systems teams on Dynamics enhancements, troubleshooting, and access management.
  
  Budget Oversight & Financial Management:
  
  Manage the operational budget related to the vendor program, including monthly forecasting and variance analysis.
  
  Monitor vendor utilization, productivity, and billing accuracy to ensure alignment with contractual staffing models.
  
  Invoice & Contract Governance:
  
  Review, validate, and approve monthly vendor invoices against actual volumes, staffing levels, and SLA compliance.
  
  Reconcile discrepancies and work directly with the vendor and internal finance teams to resolve billing issues.
  
  Maintain documentation for audits, compliance checks, and contract obligations.
  
  Track contract changes, rate adjustments, and additional Statements of Work (SOWs).
  
  Workforce & Capacity Planning:
  
  Partner with Workforce Management to ensure the vendor's capacity, schedules, and staffing align with forecasted demand.
  
  Oversee hiring readiness, ramp timelines, attrition, and skill availability at the offshore site.
  
  Validate BCP (Business Continuity Plans) for offshore operations.
  
  Training, Quality, & Customer Experience Support:
  
  Collaborate with Training and QA teams on curriculum updates, calibrations, and quality review sessions.
  
  Ensure knowledge bases, SOPs, and workflows are current and consistently followed by the vendor.
  
  Use customer insights and quality trends to identify and implement improvements.
  
  Process Improvement & Optimization:
  
  Identify operational bottlenecks or inefficiencies across workflows and vendor processes.
  
  Lead initiatives that improve service quality, reduce cost-to-serve, and enhance customer experience.
  
  Support automation, AI-assisted tools, and workflow optimization in Microsoft Dynamics and across the vendor operation.
  
  Governance & Communication:
  
  Participate in weekly business reviews, and monthly/quarterly vendor performance reviews.
  
  Maintain documentation related to governance operations, escalation protocols, and playbooks.
  
  Provide regular leadership updates on performance, risks, financial status, and improvement initiatives.
  
  Cross-Functional Collaboration:
  
  Work closely with internal Lenovo stakeholders such as CX, IT, Product, WFM, Finance, Procurement, Legal, and Compliance.
  
  Support new product/service launches and ensure vendor readiness.
  
  Partner with Finance on quarterly budgeting and annual operating plans.

Basic Qualifications

• 4-7+ years of experience in contact center operations or vendor/BPO management
• Bachelor's degree in business, Operations, Finance, or related field.
  
  

Preferred Qualifications

• Conceptual thinking, problem-solving at all levels, ability to formulate a plan with the desire to drive that plan through to completion.
• Experience supporting global, multilingual, and multichannel customer support operations.
• Strong teaming, leadership, ownership, and communication skills required, able to develop relationships quickly, lead with persistence and ability to influence others
• Experience partnering vendor on budget vs. actual headcount, forecast models, and forecasting accuracy metrics.
• Proven history of driving vendor accountability for SLA attainment, staffing accuracy, shrinkage management, and intraday execution.
• Hands-on experience with Microsoft Dynamics, including workflows, approvals, and case and request management.
• Strong ability to create alignment between internal operations, vendor operations, and executive leadership.
• Familiarity with SOW terms related to Customer Care: SLA definitions, support tiers, adherence %, occupancy targets, billing rules, and incentives/penalties.
• Strong understanding of contact center metrics, quality frameworks, and operational analytics.
• Experience managing invoices, budgets, and financial workflows.
• Willingness to work flexible, non-traditional working hours to accommodate global communications as needed by the business
• Excellent communication, vendor management, and relationship-building skills.
• Strong analytical and problem-solving abilities with proficiency in Excel, reporting tools, and CRM dashboards.
• Ability to travel to offshore sites as needed.