Manager Operations and Vendor Partner

Location: Geographical territory TBC (dependent on successful applicant)

For our Global Customer Engagement Center (CEC) team we are looking for a Manager Operations and Vendor Partner to strengthen our global vendor governance and performance management capabilities.

In this role you will own the end‑to‑end governance of global BPO and service partners ensuring consistent performance, contractual compliance and operational excellence across markets. You will work closely with internal stakeholders across procurement, legal, operations and regional teams and act as a key interface to our external vendors.

More about the role

• Lead vendor governance performance management and QBRs ensuring compliance with contracts, SLAs, KPIs and governance standards.
• Manage vendor escalations, performance improvements and drive consistency across global CEC vendors.
• Support Procurement and Legal with contract negotiations, renewals, RFPs and vendor selection; maintain vendor documentation and risk assessments.
• Oversee vendor capacity planning, staffing ramps and business continuity to ensure stable scalable operations.
• Develop standardized KPI reporting dashboards and benchmarks to support data‑driven operational reviews.

More about you

• Bachelor's degree (MBA or similar qualification is a plus).
• 10 years of experience in vendor management, procurement, BPO governance or similar roles.
• Strong understanding of contracts, SLAs, KPIs and compliance frameworks.
• Experience working in global multi‑vendor environments.
• Analytical and results‑driven with strong ownership.
• Clear, confident communicator in global environments.
• Influential without direct authority.
• Hands‑on and pragmatic in fast‑paced settings.
• Fluent in English and German (spoken and written).

Nice-to-have

• Experience in customer service contact center or BPO environments.
• Familiarity with ticketing systems (e.g., Zendesk).
• Experience with KPI frameworks, quality standards and benchmarking.

More about what we offer

As one of the world’s leading hearing‑care providers headquartered in Switzerland we are committed to building an inclusive culture. We offer a wide range of training opportunities for both your professional and personal development and there are exceptional growth opportunities with individual development plans.

Our Global Customer Engagement Center plays a key role in delivering high‑quality service experiences across markets and partners worldwide.

We offer a competitive salary and bonus , 30 days of holidays, and a pension scheme with employer contribution . You’ll also benefit from wellbeing support including Urban Sports Club contribution , corporate benefits & employee discount platform and a subsidised BVG public transport ticket .

We provide growth opportunities and a dedicated learning & development budget .