GFiber is seeking a Vendor Performance Manager to establish, manage, and optimize outsourced customer service operations. In this Individual Contributor role, you will own the end-to-end performance lifecycle—from architecting new workflows and defining KPIs to driving daily execution and continuous improvement. You will leverage data analysis, performance dashboards, and insightful reporting to hold vendors accountable for meeting KPIs and to improve the customer experience by identifying process gaps, outage management strategies, and agent scripting and training. You will design programs from scratch and build relationships within GFiber and with vendor partners to drive improvements, translating complex business problems into clear, actionable insights. You will participate in an on-call rotation every six weeks, including nights, weekends, and holidays. This role is remote (Remote OK) and United States-based; sponsorship is not provided. Responsibilities include designing, launching, and managing vendor operations; defining end-to-end workflows, staffing requirements, routing strategies, and KPIs; developing pilot programs, agent scripts, and training modules; analyzing vendor performance data, CSAT, and customer insights to drive service quality; identifying inefficiencies and leading improvement initiatives; contributing to system migrations; creating and maintaining dashboards; leading regular vendor performance reviews; and participating in an on-call rotation. Requirements include a Bachelor’s degree or equivalent, 5 years of ISP operations experience, 7 years in

GFiber is seeking a Vendor Performance Manager to establish, manage, and optimize outsourced customer service operations. In this Individual Contributor role, you will own the end-to-end performance lifecycle—from architecting new workflows and defining KPIs to driving daily execution and continuous improvement. You will leverage data analysis, performance dashboards, and insightful reporting to hold vendors accountable for meeting KPIs and to improve the customer experience by identifying process gaps, outage management strategies, and agent scripting and training. You will design programs from scratch and build relationships within GFiber and with vendor partners to drive improvements, translating complex business problems into clear, actionable insights. You will participate in an on-call rotation every six weeks, including nights, weekends, and holidays. This role is remote (Remote OK) and United States-based; sponsorship is not provided. Responsibilities include designing, launching, and managing vendor operations; defining end-to-end workflows, staffing requirements, routing strategies, and KPIs; developing pilot programs, agent scripts, and training modules; analyzing vendor performance data, CSAT, and customer insights to drive service quality; identifying inefficiencies and leading improvement initiatives; contributing to system migrations; creating and maintaining dashboards; leading regular vendor performance reviews; and participating in an on-call rotation. Requirements include a Bachelor’s degree or equivalent, 5 years of ISP operations experience, 7 years in