Manager, Vendor Performance (Contact Center Operations) Published

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an 'Oncourse SUPER'—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don't have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and / or harassment.

Position Summary

Reporting to our Director, Contact Center Operations, the Vendor Performance Manager is responsible for managing the performance, compliance, and strategic alignment of multiple third-party vendor partners. This role leads performance evaluations, ensures adherence to SLAs, and provides regular reporting to senior leadership. It also involves vendor relationship management, cost oversight, and contract negotiations to drive operational efficiency and business alignment.

This role is based in Naperville, IL office. A regular in-office hybrid model (generally T-Th in office, M&F remote) is required, as our office environment is a key driver of our company culture and employee experience.

Responsibilities include but are not limited to :

• Oversee the performance and compliance of multiple third-party vendor partners, ensuring alignment with contractual service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and maintain vendor scorecards and dashboards to track performance, cost efficiency, and service quality.
• Lead weekly and monthly business reviews with vendor senior leadership to assess performance, address issues, and align on strategic goals.
• Serve as the primary liaison between OHS and vendor leadership, fostering strong, collaborative relationships and ensuring clear communication.
• Partner with internal stakeholders (e.g., Finance, Legal, Compliance, Training, Customer Experience) to support vendor-related initiatives and resolve escalations.
• Analyze vendor data to identify trends, risks, and opportunities for improvement, and provide actionable insights to leadership.
• Manage vendor-related costs, including budget tracking, invoice validation, and cost-per-contact analysis.
• Support contract negotiations and renewals in collaboration with Legal and Procurement to ensure favorable terms and alignment with business needs.
• Monitor and support vendor onboarding, offboarding, and contingency planning processes.
• Drive continuous improvement by identifying and implementing process enhancements and value-added services from vendor partners.
• Ensure vendor adherence to compliance standards, including data security, regulatory requirements, and internal policies.
• Up to 15% (2 weeks per quarter) travel required could increase depending on the vendor performance and business requirements. Domestic and international travel, passport is required.
• Other duties as assigned by Leadership.

We're Excited If This Is You

Experience and Qualifications of the Role

Computer Skills Needed to Perform the Job

Education

Certificates, Licenses, Registrations

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $89,675 - $125,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!