Vendor Operations Manager Full Time NEW

Job Description:

At NETGEAR, we are on a mission to unleash the full potential of connectivity with intelligent solutions that delight and protect. We turn ideas into innovative networking products that connect people, power businesses, and advance the way we live.

We’re a performance-driven, talented and connected team that’s committed to delivering world-class products for our customers. As a company, we value our employees as the most essential building blocks of our success. And as teammates, we commit to taking our work to the Next Gear by living our values:

The Vendor Operations Manager at NETGEAR is responsible for overseeing outsourced support partners and ensuring delivery of a consistent, high-quality customer experience across global contact center operations. This role is critical in driving NETGEAR’s transformation towards a Universal Agent model, AI-enabled support, and a consolidated vendor strategy anchored in India and the Philippines. The manager ensures vendor accountability against KPIs such as CSAT, AHT, FCR, and SLA, while aligning operations with NETGEAR’s customer experience and cost optimization goals.

Required Qualifications:

· 5+ years of experience in contact center operations, vendor management, or outsourcing environments.

· Strong understanding of customer support KPIs (CSAT, AHT, FCR, SLA).

· Experience managing global vendors across India and Philippines preferred.

· Strong analytical and problem-solving skills with ability to interpret operational data.

· Excellent communication and stakeholder management skills.

· Experience with CRM platforms, contact center tools, and AI-enabled support systems preferred.

· Proficiency in Microsoft Excel and PowerPoint for reporting and analysis.

· Experience in transformation programs (AI, automation, vendor consolidation) is a strong advantage.

Regards,

Netgear Recruiting Team