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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in vendor operations management, including SLA/KPI design, governance, and performance leadership. Proficient in data analysis and operational rigor to drive outcomes and manage cross-functional stakeholder relationships effectively.
Highest-signal resume keywords
Vendor Operations ManagementSLA/KPI DesignCross-Functional Stakeholder ManagementData AnalysisExecutive Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Vendor GovernancePerformance ManagementWorkforce PlanningCapacity ModelingForecasting Frameworks
Soft Skills
Strong Communication SkillsNegotiationAccountabilityAdaptability
Tools & Technologies
Salesforce Service CloudOperational Systems
Industry Keywords
BPO OperationsSupport OperationsPerformance LeadershipOperational ControlsDecision-Ready Reporting
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs
- Define and manage SLA/KPI performance expectations
- Run WBRs and QBRs
- Identify performance gaps and drive structured turnaround plans with clear owners and timelines
- Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks
- Ensure vendors have strong operational controls and playbooks
- Partner on contract levers, staffing commitments, service scope changes, and operational cadences
- Ensure governance mechanisms produce measurable outcomes
- Produce decision-ready reporting on vendor health, capacity risk, and scaling constraints
- Translate operational signals into recommendations for leadership
- Collaborate with User Operations, Systems/Tooling, Data partners, and Product/PM stakeholders to launch and scale workflows and programs
Requirements
What you’ll need- 5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment
- Proven ability to run vendor governance, including QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management
- Awareness of and some experience with workforce planning approaches, including forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems across global, multi-site support operations
- Strong analytical and operational rigor; fluency working with data to define inputs and assumptions, evaluate tradeoffs, and drive outcomes
- Familiarity with support tooling and operational systems, such as Salesforce Service Cloud or similar
- Comfort partnering with Systems/Tooling to implement scalable processes
- Strong communication skills and executive presence; ability to align diverse stakeholders, negotiate priorities, and drive accountability across internal teams and external partners
- Comfort operating in fast-paced, ambiguous environments where you build structure
- Ability to work in Singapore and authorization to work in the country where the job is located
Benefits
Comp & perks- Hybrid work model of 3 days in the office per week
- 1–2 weeks of travel per quarter may be required
- OpenAI may provide immigration and sponsorship support to new employees based on their unique circumstances
- Reasonable accommodations for applicants with disabilities