Manager, Vendor (Customer Care)

We are the champions of childhood

Hanna Andersson is a Portland, Oregon-based premier kids and baby clothing brand. Our clothes are made to play, made to last, and designed to let kids be kids. We have core commitments to design, quality, and sustainability, and we believe in helping families create meaningful everyday moments. These principles guide the Hanna Way, and lead to an experience authentically different from other children’s brands.

We cultivate our unique brand by hiring team members who believe in these values, own a customer service mindset, and who are innovative, results-oriented, and comfortable working in a collaborative and growth-driven work environment. We all share in our brand’s success, and we actively encourage our team members to maintain a healthy balance in their daily lives.

Position Summary:

The Vendor Manager for Customer Care plays a key role in guiding Hanna Andersson’s outsourced customer support across all markets. This position ensures that our third-party BPO partners consistently deliver friendly, high-quality service that puts customers first. As the main point of contact between Hanna Andersson and the BPO vendors, the Vendor Manager promotes accountability and excellence, fostering ongoing improvements through careful performance management, smooth operations, and strong teamwork across different departments. 

This role is centered around vendor performance, using daily metrics, agent scorecards, operational reviews, and escalation processes to ensure we meet SLAs, KPIs, and uphold brand standards. It's also an important part of mid-range planning, process innovation, and driving change initiatives that support growth, seasonal peaks, and ever-changing customer needs. Having strong communication, negotiation, and analytical skills is key, along with the ability to influence outcomes and build trusted relationships with both internal teams and external partners. 

Location: Portland, OR, Seattle WA or West Coast, highly preferred

Hours: Monday - Friday, must be available until 6pm Pacific Time.

• Build and maintain strong, collaborative relationships between BPO vendors and Hanna Andersson internal teams to ensure alignment, transparency, and shared accountability. 
• Oversee vendor performance across one to two operational sites, ensuring consistent adherence to quality standards, service levels (SLs), and key performance indicators (KPIs) inclusive of CSAT and NPS. 
• Partake in and/or lead structured business review routines including Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR) to evaluate vendor performance, reinforce Hanna Andersson’s brand values, and align on action plans that support agent experience, operational excellence, and continuous improvement. Occasional on-site visits may supplement these reviews as needed. 
• Monitor vendor performance trends in real-time and historically to identify gaps, track improvements, and mitigate operational risk through proactive intervention. 
• Leverage agent-level scorecards and workforce data to hold BPO leadership accountable for performance management, including glide paths, corrective actions, and coaching outcomes. 
• Lead and resolve service escalations in partnership with internal and external stakeholders, ensuring prompt, professional outcomes aligned with Hanna Andersson’s customer-first approach. 
• Coordinate all program updates, training rollouts, and process changes with the BPO to ensure consistent delivery and adherence to brand standards. 
• Drive continuous improvement by identifying systemic issues and leading targeted initiatives in collaboration with internal partners and BPO leaders. 
• Analyze performance data and vendor reporting to provide actionable insights and strategic recommendations for internal leadership and executive forums. 
• Ensure recruitment, hiring, and staffing plans are aligned with Hanna Andersson’s expectations and seasonal forecasts, and that agent quality meets brand standards. 
• Setting, managing, and reporting on the vendor budget to ensure spend is aligned with forecast and business goals. 
• Maintain and audit operational documentation, including Statements of Work (SOWs), playbooks, and change logs, to ensure alignment with business goals and contractual obligations. 
• Escalate critical performance or operational issues with supporting data and insights, enabling swift, collaborative problem-solving without disrupting vendor relationships. 
• Lead negotiations with BPO partners on process improvements or policy updates, ensuring all changes enhance service quality, customer experience, and operational efficiency. 
• Serve as a champion of innovation and process enhancement, collaborating with cross-functional teams to evolve workflows, service practices, and customer care strategies. 
• Be available to support vendor operations during peak periods (e.g., holidays, weekends), balancing flexibility with standard business hours. 
• Additional tasks and responsibilities assigned as necessary. 

• Provide day-to-day oversight of third-party BPO leadership to ensure effective team management, coaching, and staffing alignment. 
• Hold vendor supervisors and managers accountable for agent-level performance, quality, and adherence to brand expectations. 
• Guide and influence vendor leadership in workforce management, scheduling, and service level execution. 
• Lead regular performance reviews with vendor leadership to track progress, resolve escalations, and drive continuous improvement.
• Perform periodic audits of vendor processes and controls 
• Support vendor teams during peak periods through proactive planning, operational alignment, and real-time performance monitoring. 

• Extensive experience in business optimization 
• Experienced with process review and business analysis  
• Hands-on experience with call center technologies 
• Understanding of BPO contracting 
• Excellent oral and written communication skills  
• Problem-solving skills for multiple, complex issues 
• Ability to work on various projects simultaneously 
• Advanced problem-solving skills to communicate the strategic progress of information to executives and senior leaders 
• Proven ability to drive operational performance improvement in a variety of channels whilst optimizing often contradictory metrics 
• Strong leader with the ability to ensure people are effectively engaged in the delivery of core business objectives and the ability to address groups or individuals, including senior managers 
• Highly motivated, able to work in an environment of change, and strong ability to deliver to tight deadlines 
• Competence in designing and delivering effective presentations and process documentation 
• Cultural interest & awareness: able to flex style and methods to achieve goals regardless of stakeholder background & country. Good at recognizing how to deliver global objectives with local nuance.  
• 
  
• Education & Qualifications 
• 5+ years managing Contact Center Operations 
• 5+ years managing or interfacing with Business Process Outsourcers (BPO’s) 
• BS/BA in Operations Management or equivalent experience 

• Certifications/Licenses 
• Six Sigma (green belt preferred) 

Hanna Talent Cultivation Standards:

With a rise in cyber-criminal activity, please note Hanna will never:

-Ask for any sensitive personal information via email, text, or other forms of instant messaging

-Interview you via email and/or send you a list of questions in lieu of an interview

-Extend an offer without speaking to you via phone or video call

-Ask for bank account or financial information during the recruiting process

Legitimate email communication will only be done to and from @hannaandersson.com email addresses. Please examine messages carefully to ensure this is the domain you are receiving messages from, as cybercriminals may also utilize domains that look similar but may have one letter off (such as @hannaandersson.com).

Legitimate candidate application submissions are received directly from the applicant. All unsolicited third-party submissions will be considered illegitimate and will not be reviewed or considered for hire.

Hanna Andersson provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. As an Equal Opportunity Employer, Hanna Andersson prohibits discrimination, harassment, and retaliation of any kind. Hanna Andersson encourages applicants of all ages.