-Strategic Vendor Management: Lead the development and execution of global strategies for CX vendors (BPOs, call centers, systems, tools, and carriers) to ensure optimal coverage, cost-efficiency, and quality.

-Contract Negotiation: Lead strategic negotiations for complex contracts. Develop and enhance price models and commercial terms to maximize value while ensuring compliance and mitigating risk.

-Vendor Selection & Governance: Drive the RFI/RFP process to identify, evaluate, and select best-in-class vendors based on strict criteria (quality, cost, reliability, innovation). Maintain robust relationships with key global partners.

-Performance & Recognition: Serve as the primary point of contact for performance escalations. Build and manage the Voice of the Vendor program to foster a partnership model rather than a transactional one.

-Cross-Functional Collaboration: Foster deep connections with Global Procurement, Legal, and IT teams to leverage synergie...