Agent Enablement & Vendor Operations Manager

Super.com

1d • Remote

About The Position

This role will lead a high-impact pod within the Agent Enablement & Vendor Operations (AEVO) team, managing a group of Performance Specialists who support our BPO partners across Travel, Fintech (Super+), and niche LOBs. The Manager will own the strategy and execution of coaching, gamification, knowledge checks, and performance programs that directly influence CSAT, quality, and efficiency. You’ll work closely with Vendor Management, WFM, Training, Quality, and Product/Process teams to ensure initiatives are realistic, scalable, and grounded in contact center realities. This role is ideal for an ops-minded people leader who loves turning data and AI-powered insights into sustained behavior change on the floor.

The Agent Enablement & Vendor Operations(AEVO) team at Super.com is responsible for BPO partner success, agent enablement, escalation management, and cross-functional collaboration. This team is structured across Travel & Fintech verticals, ensuring deep subject matter expertise while maintaining flexibility and collaboration across functions. We connect strategy to what actually happens on the floor. AEVO is deeply hands-on and data-driven: we use QA, CSAT, operational metrics, and AI-powered tools like Loris.ai, Guru, Gemini, Glean, and ChatGPT to understand agent reality and design programs that improve performance, reduce friction, and protect the Super.com brand.

Requirements

• 5+ years in BPO/contact center or CX operations, including 3+ years in a people leadership role (managing QA, enablement, training, or vendor ops teams).
• Deep experience in agent performance enablement such as coaching, QA, training, gamification, or similar behavior-change programs.
• Solid understanding of contact center orgs and workflows, including how WFM, QA, Training, Ops leadership, and Vendor Management interlock.
• Proven experience managing BPO/vendor relationships, including performance scorecards, QBRs/WBRs, and driving accountability for results.
• Strong analytical skills with experience using QA, CSAT/DSAT, WFM metrics, and BI tools to prioritize work and tell a clear performance story.
• Hands-on experience with AI and CX tooling (for example Loris.ai, Guru, Gemini, Glean, ChatGPT, and CRM/QA platforms) in an operations or enablement context.
• Excellent communication and influence skills; comfortable driving change across multiple vendors, LOBs, and cross-functional partners in a fast-paced environment.

Responsibilities

• Leading and developing a team of Agent Enablement & Vendor Operations Performance Specialists, including goal-setting, coaching, and day-to-day prioritization.
• Owning the strategy and roadmap for coaching frameworks, gamification, recognition, and knowledge checks across BPO partners and lines of business.
• Partnering with Vendor Management and BPO leadership on performance expectations, scorecards, QBRs/WBRs, and follow-through on improvement plans.
• Collaborating with WFM to align programs with staffing, scheduling, and SLA constraints so initiatives are impactful and operationally realistic.
• Working closely with Training, Quality, Process Optimization, and Escalation Ops to ensure performance programs support new launches, complex workflows, and CSAT goals.
• Using AI and data (QA, CSAT, WFM, coaching rubrics) to target interventions, measure impact, and iterate on programs for continuous improvement.
• Standardizing playbooks, templates, and reporting so performance programs are consistent, scalable, and easy for vendors and leaders to understand.

Benefits

• Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.
• Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.
• Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.
• Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits starting on day one.
• Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed