Customer Support Outsourcing - Vendor Management Lead (Americas)

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

We’re looking for Region Lead in Austin to join the West/Americas CS Vendor Management team, to support our vendor teams to achieve excellent contact handling. The CS Outsourcing Region Lead is responsible for overseeing all vendors who are located in the continent of America and they will also be the direct lead for all the CS Vendor Managers in that region.

The Region leads act as a second level of accountability for the performance of the vendors. They are also an escalation point for the vendors if highlighted issues need to be resolved. The CS Outsourcing Region Leads will be working with cross-region and even cross-function projects, along with the Head of CS Outsourcing.

Your mission, should you choose to accept it:

• Lead and Build Inclusive Teams: Foster a supportive environment, ensuring vendor managers are equipped with necessary tools, training, and clear role expectations.

• Provide Regular Feedback: Conduct 1-1s, biannual reviews, and suggest compensation changes for vendor managers.

• Team Meetings & Activities: Organize structured, documented, and goal-oriented team meetings and team-building events.

• Support Team Development: Help vendor managers set personal growth goals and hold them accountable for achieving progress.

• Manage Budgets: Track team development budgets, vendor costs, and oversee quarterly vendor budget planning alongside the Head of Outsourcing.

• Onboard Vendor Managers: Guide new vendor managers on leadership topics (1-1s, PTO, payroll) and support their integration.

• Handle Conflict & Escalations: Address regional team conflicts and serve as an escalation point for vendor manager-related issues.

• Ensure Project Delivery: Hold vendor managers and coordinators accountable for collaborative projects, supporting delivery when needed.

• Cultivate Stakeholder Relationships: Foster strong relationships between vendor managers, coordinators, and stakeholders.

• Oversee Vendor Performance: Track vendor performance, ensure consistent quality, and collaborate with the outsourcing team to address risks and issues.

• Monitor Vendor Staffing & Billing: Ensure vendor staffing aligns with requirements, monitor billing accuracy, and track forecast changes.

• Manage Vendor Onboarding & Offboarding: Lead the operational onboarding process for new vendors and manage the offboarding process when necessary.

• Analyze Performance Metrics & SLAs: Understand Vendor and Internal performance metrics and SLAs, leveraging data to guide team improvements and project planning.

• Manage Tools & Processes: Oversee use of team management, work management, and case routing tools, ensuring optimal process integration.

• Contribute to Strategy Development: Participate in planning cycles and contribute to the global Outsourcing strategy and long-term goals.

A bit about you:

• You’ve have at least 2+ years in senior leadership position, and minimum 4+ years working with BPOs

• You have a deep expertise in managing complex, vendor-facing operations within major service organizations, with a focus on service excellence and operational efficiency.

• Proven track record of working with vendor teams, setting goals, and driving KPI delivery in high-pressure environments.

• Experience leading vendor operations (from client or vendor side) transformation initiatives to improve service delivery and reduce costs.

• Strong understanding of the BPO industry, particularly with an expertise in KPIs, process design, and optimization to drive high-performance vendor operations.

• Ability to lead large vendor teams to achieve ambitious goals as well as maintaining a healthy work-life balance with your Vendor Management team.

• You’re fully fluent in English, and you have excellent verbal and written skills.

• You’ve got strong analytical skills - you are comfortable with interpreting data and can derive strong insights from it.

What’s it like to work in the team:

We have a very impactful team, a close-knit team. We are located across 5 offices - Tokyo, Singapore, Tallinn, Budapest, and Austin, and our stakeholders in Wise and our vendors are also spread across the globe. So the ability to juggle work across timezones is a necessary skill. It’s up to you to hold a healthy balance.

We are all working on an agreement of honesty - we do what we promise, ask help when it’s needed, help others if help is asked. Every member of the team is crucial and has an effect on the rest of the team. That's why we’ve come up with this mutual agreement.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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