**_Role Overview:_** In this role, you will be the Vendor Performance Manager, where your role is pivotal in managing outsourced service operations and ensuring exceptional customer experiences. This role requires extensive experience in contact center management, vendor relations, and a deep understanding of customer service metrics and processes. Your ability to drive change, foster engagement and deliver outstanding results will be key to your success. This is a remote position in Philippines. We will only consider candidates currently in Philippines and are not offering relocation assistance at this time. **About the role:** + You will ensure CSPs understand their contractual obligations and how they align with business objectives. + You will drive operational excellence in BPOs for programs like Technical Support and Retention, taking ownership of the contracts you manage. + You will monitor BPO performance against KPIs, including bonuses or penalties, and evaluate their performance metrics and targets. + You will execute the CSG Governance Model with BPOs, participating in MBRs/QBRs to ensure performance-focused sessions. + You will collaborate with cross-functional teams to implement continuous improvement strategies that enhance customer satisfaction, retention, and revenue and might have to travel up to 25% **About you:** + You should have a strong understanding of outsourced service operations, pricing models, and BPO relationship management to deliver exceptional customer experiences for McAfee. + You bring 7+ years of contact center management experience, including at least 3 years in vendor management, with a deep analytical grasp of contact center metrics and operational reporting. + You are skilled in managing both human-assisted and digital customer channels and can execute VMO cost containment strategies effectively. + You excel at building relationships, driving cross-functional collaboration, and leading change with cultural awareness in a global support environment. + Certifications like COPC or multilingual skills (e.g., Spanish) are a plus, and you're passionate about KPIs, problem-solving, and fostering engagement. + You have strong critical thinking, project management abilities, and can work independently while influencing stakeholders across time zones. \#LI-Hybrid **_Company Overview_** McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment. **_Company Benefits and Perks:_** We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. + Bonus Program + Pension and Retirement Plans + Medical, Dental and Vision Coverage + Paid Time Off + Paid Parental Leave + Support for Community Involvement We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.