The New York Times

1 month ago

Vendor Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Vendor Manager for NYT Care Vendor Operations overseeing outsourced contact center performance. Owns vendor relationships, conducts regular reviews, enforces performance metrics (CES, Line Adherence, QA, save rate, and retained revenue), and drives continuous improvements across multiple vendor sites while ensuring budget alignment and adherence to NYT values.

Location: Guatemala

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Manager level

Key Responsibilities

•Be the daily contact for all NYT's contact center partners.
•Lead all weekly, monthly and quarterly business reviews with our contact centers, setting the agenda and ensuring productive conversations.
•Ensure updates to the internal NYT teams regarding vendor performance and address any areas of concern.
•Establish clear performance expectations and hold partners accountable for meeting goals across key metrics (Customer Effort Score, Line Adherence, QA score, save rate, and retained revenue) and implement remediation plans when needed.
•Lead continuous improvement across vendor partners by diagnosing causes, surfacing inefficiencies, and implementing scalable improvements.

Travel: Low travel

Key Requirements

•5+ years of experience in contact center relationship management or management at a call center.

Experience:5+ yearsContact centerCustomer serviceOperations

Skills:CommunicationProblem-solvingStakeholder managementData-drivenPresentation

Languages:English

Tech Stack:AWS ConnectData analysisData visualizationSQL

Company Brief

The New York Times

Operates The New York Times, a global news organization delivering journalism across print and digital platforms, plus specialty sites like Wirecutter. Produces reporting, opinion, multimedia, and subscription-driven content covering national and international affairs.

Industry: News, Journalism & Broadcasting

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 1851

Website LinkedIn

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The New York Times

1 month ago

Vendor Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Guatemala

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Manager level

Key Responsibilities

•Be the daily contact for all NYT's contact center partners.
•Lead all weekly, monthly and quarterly business reviews with our contact centers, setting the agenda and ensuring productive conversations.
•Ensure updates to the internal NYT teams regarding vendor performance and address any areas of concern.
•Establish clear performance expectations and hold partners accountable for meeting goals across key metrics (Customer Effort Score, Line Adherence, QA score, save rate, and retained revenue) and implement remediation plans when needed.
•Lead continuous improvement across vendor partners by diagnosing causes, surfacing inefficiencies, and implementing scalable improvements.

Travel: Low travel

Key Requirements

•5+ years of experience in contact center relationship management or management at a call center.

Experience:5+ yearsContact centerCustomer serviceOperations

Skills:CommunicationProblem-solvingStakeholder managementData-drivenPresentation

Languages:English

Tech Stack:AWS ConnectData analysisData visualizationSQL

Company Brief

The New York Times

Industry: News, Journalism & Broadcasting

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 1851

Website LinkedIn