Vendor Manager - Contact Center Operations and Vendor Performance

Vendor Manager

About us:

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.

Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices and lifts each other up. Here, we believe your unique perspective is important, and you'll build relationships by being authentic and respectful.

Overview about TII

At Target, we have a timeless purpose and a proven strategy. And that hasn’t happened by accident. Some of the best minds from different backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru, where Target in India operates as a fully integrated part of Target’s global team and has more than 4,000 team members supporting the company’s global strategy and operations.

The Target Enterprise Services (TES) organization is close to the action when it comes to communication—whether with guests or Target team members. From guest service professionals and product designers to vendor managers and financial and workforce management analysts, TES

comprises several key and high-visibility areas that elevate and nurture Target’s distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service—from the inside out—through enterprise services our

people can count on.

The Vendor Manager is responsible for executing the vendor strategy and driving overall vendor performance across multiple partner sites. Provides oversight of day-to-day vendor operations to ensure service delivery, performance standards, and operational goals are consistently achieved.

Serves as the primary point of contact for onsite vendor leadership regarding staffing, operational performance, business changes, and site-level execution. Manages multiple projects concurrently across several business partners and provides clear verbal and written updates to internal leadership on vendor performance, project milestones, risks, and opportunities.

Leads strategy, training, and responsible knowledge transfer efforts to support operational readiness and product-specific expertise across vendor and internal teams. Ensures effective communication, documentation, and transition planning for new initiatives, business changes, and evolving operational processes.

Builds trusted, strategic partnerships with vendor leadership and operational teams. Ensures vendors adhere to contractual obligations, compliance standards, security requirements, and operational policies. Supports audit readiness and operational governance processes.

Drives process improvements and operational efficiencies through analysis of vendor and internal performance metrics, identifying opportunities to enhance customer experience, productivity, and consistency across operations.

Supports financial oversight of the vendor program by helping ensure budgetary and performance goals are achieved.

Provides leadership and operational support for onboarding new vendor programs and sites, implementation of strategic business changes, and decommissioning or transition of existing vendor partnerships to ensure minimal disruption and continuity of service.

Partners closely with internal business teams and support groups including Workforce Management, Finance, Business Systems, Telephony, Reporting, Service Center Integration, and Resource Strategy.

This role will report to the Director, Service Center and will receive functional guidance and operational direction from the U.S. Senior Manager, Global Service Delivery within a matrixed organizational structure.

Note: Reporting relationships and organizational alignment may be subject to change based on business needs and organizational priorities.

Core responsibilities are described within this job description. Job duties may change at any time due to business needs.

About you:

• Four-year degree or equivalent experience

• 10+ years of experience in contact center operations, vendor management,outsourcing management, or customer service operations.

• Strong understanding of contact center KPIs, SLAs, workforce management, quality assurance, training, and escalation management.

• Experience driving operational performance improvements using data analysis, KPIs, scorecards, and performance metrics.

• Ability to work with cross-functional teams across different geographies and time zones.

• Strong analytical skills with the ability to interpret operational data and reco mend business actions.

• Strong written and verbal communication skills with experience presenting operational updates, risks, and recommendations to leadership teams.

• Ability to work independently in a highly matrixed and fast-changing environment.

• Experience collaborating with cross-functional teams such as Workforce Management, Finance,Reporting, Technology, Business Systems, and Resource Planning.

Comfortable with frequent domestic travel within India and periodic international or headquarters travel.

This role will primarily align with US business hours to support vendors and internal teams globally. Shift rotation is not applicable for this position due to business support requirements

Experience Level

Mid Level