Manager, Vendor Operations – Student Advocacy Team (SAT)

Job Description

Role Overview: As the Manager of Vendor Operations, you will be responsible for managing our strategic partnership with InTouchCX, our primary Business Process Outsource (BPO) partner operating across Philippines locations (Cebu and Manila). This role is critical to our India-based operations, ensuring seamless collaboration between our internal team and external vendor partners while maintaining service excellence and cost efficiency. You will oversee 100% customer support delivery through our BPO partnership, handling between 700-900k customer inquiries annually across multiple channels.

Team Overview: Chegg’s Customer Support Team, known internally as The Student Advocacy Team (SAT), is a B2C support organization dedicated to providing outstanding support experiences when students need help with our products and services. We aim to deliver high-quality, transparent and convenient support experiences at scale to millions of students.

Responsibilities

• Serve as the primary point of contact for InTouchCX leadership and operations teams
• Manage day-to-day vendor performance, ensuring adherence to SLAs and contractual commitments
• Conduct regular business reviews and performance evaluations with BPO partners
• Foster strong working relationships across time zones (India, Philippines, US leadership)
• Coordinate real-time communication through dedicated Slack channels and regular meetings
• Oversee contract negotiations (SOW and RFP) for vendor services under the guidance of the Director of Customer Care Operations
• Partner with legal teams to ensure compliance with contractual agreements
• Support budget planning and vendor cost optimization under Director guidance
• Collaborate with internal teams on technology implementations and updates
• Support automation initiatives and AI implementation projects
• Generate actionable insights through data analysis and reporting
• Create and maintain performance dashboards and KPI tracking
• Present findings and recommendations to leadership teams
  
  

Required

• Bachelor’s degree in Business, Operations Management or related field
• 5+ years in customer support operations or vendor management preferably across multiple support channels
• 3+ years managing BPO/outsourcing relationships, preferably with offshore teams
• Experience managing large-scale contact center operations and budgets (500,000+ interactions annually)
• Proven track record in contract negotiation and vendor performance management
• Strong understanding of customer support KPIs, performance, and forecasting metrics
• Proficiency with contact center, quality assurance and workforce management tools (Gladly experience preferred)
• Strong analytical skills with the ability to work with large datasets
• Knowledge of quality assurance frameworks and AI powered customer support solutions
• Strong relationship management and communication skills across cultures and time zones
• Excellent English communication skills (written and verbal)
• Ability to work flexible hours to accommodate US and Philippines time zones
  
  

Preferred Experience

• Experience in EdTech or subscription-based business models
• Familiarity with process improvement methodologies (Lean, Six Sigma)
• Advanced degree (MBA) in relevant field
  
  

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.

Video Shorts

Life at Chegg: http://youtu.be/Fwf90zgaOLA

Chegg Corporate Career Page: https://jobs.chegg.com/

Chegg India: http://www.cheggindia.com/

Chegg Israel: http://www.chegg.com/about/working-at-chegg/israel/

Thinkful (a Chegg Online Learning Service): https://www.thinkful.com/about/#careers

Chegg out our culture and benefits!

http://www.chegg.com/about/working-at-chegg/benefits/

Chegg is an equal opportunity employer