Vendor Manager - TELUS Digital Guatemala

About the RoleWe are seeking a sharp, business-oriented Activity Manager (AM) to lead the day-to-day and strategic oversight of a key customer support vendor providing services across email, chat, and phone and KYC back office. This role is critical in ensuring that vendor performance aligns with Payoneer's service standards, commercial expectations, and business goals. As the AM, you will serve as the primary point of contact between our organization and the vendor – both internally and externally. You will not be managing agents directly, but rather working closely with the vendor's senior operations leadership (e.g., Senior Operations Manager, Director level) to ensure high-quality delivery, data-driven performance management, and strong alignment with contract terms.
Key Responsibilities
Vendor Management & Relationship BuildingAct as the main liaison between Payoneer and the vendor's senior leadership.Build a trust-based relationship with vendor leadership to drive collaboration and performance.Escalate operational challenges and lead resolution efforts across both organizations.
Operational OversightMonitor and analyze vendor performance across key KPIs (e.g., IPH, CSAT, quality scores).Identify performance gaps and drive corrective action plans in partnership with internal stakeholders and the vendor.Conduct regular business reviews and participate in performance governance meetings (weekly/monthly/quarterly).
Data & InsightsPull, analyze, and interpret performance data to extract actionable insights.Present findings and recommendations clearly to internal leadership and vendor stakeholders.Track efficiency metrics to ensure commercial value is delivered (e.g., productivity and resource utilization).
Process & Project LeadershipLead continuous improvement initiatives and cross-functional projects involving the vendor.Support new launches or process changes, ensuring vendor readiness and alignment.Drive internal collaboration with departments such as Analytics, Planning, Procurement and LDQ.
Commercial & Contractual AwarenessUnderstand the basics of the vendor's contract (termination, KPIs, pricing model).Ensure the vendor operates in full alignment with the contractual terms and service scope, and proactively flag any deviations, inefficiencies, or potential breaches.Support vendor assessments and re-negotiations with procurement and legal teams.
Qualifications
RequirementsMinimum 8–10 years of relevant operations experience, including at least 4–5 years in operations management, vendor management or BPO leadership.Background in Call Center/Customer Care (CC) and KYC operations The successful candidate must demonstrate capabilities equivalent to a Senior Operations Manager, including ownership of complex operations, executive stakeholder management, performance governance, escalations, and continuous improvement.Experience managing operations or vendor relationships across Latin America and North America is strongly preferred.
Required Skills
Skills & CapabilitiesStrong analytical skills with the ability to interpret complex operational data.Excellent communication skills in English (written and verbal), including presenting to senior leadership.Proven ability to influence without authority and manage stakeholders across multiple levels.Solid understanding of contracts and commercial KPIs.Proficient in Excel, PowerPoint, and data reporting tools.
Mindset & PersonalityA natural leader with strong motivation to succeed and drive change.Passionate about service and operations, with a hands-on, proactive approach.Communicates openly and respectfully ("eye-level" style).Trustworthy, accountable, and thrives in dynamic environments.
Languages Requirement and Proficiency LevelSpanish – Native or near-native proficiency, equivalent to C2. The candidate must be able to lead complex operational discussions, manage escalations and influence senior stakeholders across Latin America.English – Advanced professional proficiency, minimum C1. The candidate must be able to communicate clearly in writing and verbally, deliver executive-level presentations, manage commercial and operational discussions, and collaborate effectively with global stakeholders.
Why Join Us?This is a high-impact role where you’ll shape how we deliver world-class support to millions of customers, while developing deep expertise in supplier management, operations, and commercial optimization.