Vendor Manager

Job Description

The Vendor Manager oversees the operations, services, and programs provided by vendor-owned call centers, collections centers, and other production facilities to the North Texas Tollway Authority. Manages the relationships with NTTA business partners by monitoring, auditing, and measuring vendor work performance, implementing process improvements, resolving escalated calls, designing changes to systems and telephone scripts used by agents interacting with NTTA customers, and leading performance review meetings with authority business partners. The vendor manager is responsible for coaching, mentoring, and developing an internal team. Additionally, the manager assists in recruiting, interviewing, and hiring staff.

Responsibilities

• Leads strategic vendor partnerships and governance models to ensure alignment with NTTA operational objectives, contractual obligations, and customer experience standards. Serves as the primary NTTA liais...