About Tapstitch
Tapstitch is an AI-powered fulfillment platform transforming how brands and creators design, produce, and deliver apparel. We’re creating a new global standard for creative commerce — where technology, craftsmanship, and service excellence combine to deliver speed, quality, and care across every customer touchpoint.
Role Overview
The CX Vendor Operations & Workforce Manager is responsible for building, scaling, and optimizing Tapstitch’s global CX delivery network; ensuring every partner, process, and performance metric upholds our promise of premium, efficient, and reliable service.
You will own the day-to-day and long-term performance of all CX delivery partners (Tier 1–3), manage the operational relationship with external teams, and ensure they consistently meet Tapstitch’s standards for quality, responsiveness, and customer care.
You will also own global contact forecasting, workforce planning, and SLA protection, ensuring the right teams are staffed at the right time across vendors and in-house teams. In close partnership with CX Excellence, you’ll help ensure skills, staffing, and capacity align to Tapstitch’s growth trajectory.
This role is both strategic and deeply operational. You will anticipate volume swings, hiring needs, and seasonal patterns several quarters ahead, building a delivery engine that is resilient, scalable, and able to support new product launches, business expansion, and rapid growth.
Key Responsibilities1. Global Vendor Oversight & Partnership Management
- Serve as the primary owner of Tapstitch’s CX vendor ecosystem across Tier 1–3 BPO partners.
- Lead performance governance, QBRs, calibration routines, and ongoing communication across all partner sites.
- Work closely with BPO team leads, SMEs, and QA partners to identify friction, improve consistency, and elevate service quality.
- Ensure all vendors deeply understand and consistently deliver on Tapstitch’s service philosophy, brand voice, and expectations of proactive, high-touch service.
- Own onboarding and integration of new BPO partners, ensuring smooth ramp-up into Tapstitch systems, workflows, and service culture.
- Hold vendors accountable to operational excellence through a balance of partnership, empathy, and high standards.
- Ensure vendors have clear visibility into performance expectations, policy changes, and business priorities.
2. SLA Management, Capacity Planning & Workforce Optimization
- Own SLA attainment across all vendor locations and support tiers, targeting ≥85% within SLA across response and resolution metrics.
- Build and maintain a rolling forecast by channel, tier, hour, and region to ensure accurate staffing and deployment.
- Track forecast vs. actuals weekly; publish gaps, risks, and recovery plans.
- Partner with vendor WFM teams to adjust schedules and optimize routing across BPOs and in-house teams in real time.
- Design seasonal and surge staffing models, including flexible pools, overtime rules, and tiered escalation support.
- Partner with Finance and CX leadership to align headcount and staffing decisions with budget and strategic growth plans.
- Ensure vendor hiring pipelines, training schedules, and ramp plans support projected volume and SLA targets.
- Translate business growth, marketing campaigns, and product launches into proactive workforce strategies.
3. Performance, Incentives & Accountability
- Work with QA, Training, and vendor leadership to identify performance trends and build improvement plans.
- Integrate QA insights into coaching, training refreshers, and weekly vendor touchpoints.
- Build and maintain a performance governance system that tracks SLA, CSAT, NPS, QA, handle time, utilization, shrinkage, and staffing health.
- Develop vendor scorecards and QBR frameworks that drive focus, accountability, and continuous improvement.
- Identify early indicators of underperformance and lead cross-functional action to address root causes quickly.
- Build incentive structures with vendors to motivate high performance and celebrate consistent excellence.
- Standardize performance routines (weekly scorecards, monthly reviews, QBRs) to ensure alignment across all sites.
4. Cultural Programming & Engagement
- Develop on-the-ground and virtual cultural programming that strengthens connection between our BPO teams and Tapstitch’s brand, mission, and creative DNA.
- Partner with the onsite leadership teams to build interactive experiences such as showroom-style product demonstrations, “create your own swag” contests, Tapstitch brand days, and hands-on immersion sessions.
- Establish remote engagement rituals including anniversaries, performance celebrations, team spotlights, and creative challenges to reinforce belonging and pride in craftsmanship.
- Ensure cultural touchpoints are consistent across vendor sites and ladder up to our global CX and brand standards.
5. Network Expansion & Operational Excellence
- Define and refine the global CX delivery model, including tiered responsibilities and routing strategies between in-house and outsourced teams.
- Lead operational improvement initiatives that reduce friction, increase productivity, and elevate customer experience.
- Support vendor adoption of AI, automation, and new tools to ensure consistent and efficient frontline delivery.
- Maintain full visibility into daily and weekly operational health across all locations; escalate risks quickly and propose clear action plans.
- Partner closely with CX Excellence and CX Strategy & Standards to ensure insights from vendors directly inform SOPs, training, and long-term service design.
North-star metrics: SLA ≥85%, forecast accuracy, 95-105% staffed to demand, CSAT, first-contact resolution, utilization, shrinkage, backlog levels, vendor teammate tenure, team satisfaction scores.
You’ll Thrive If You:
- Think like an operator with both detail-orientation and strategic altitude.
- Are energized by building scalable staffing systems and predictable vendor performance.
- Love working with global teams and elevating BPO partners to world-class performance.
- Take pride in making performance visible and using accountability to drive growth.
- Balance operational rigor with genuine passion for creating exceptional customer experiences.
- 7–10 years of experience in CX operations, vendor management, or workforce planning in SaaS, ecommerce, retail, or global service organizations.
- Demonstrated success managing BPO partners and driving SLA, CSAT, and NPS improvements.
- Strong experience in workforce management, capacity modeling, and forecast-to-actual analysis.
- Deep understanding of CX performance metrics (NPS, CSAT, SLA, QA, AHT).
- Proficiency in forecasting and analytics tools (Excel, Tableau, Power BI, or similar).
- Strong communication, relationship building, and negotiation skills.
- Ability to balance high standards with strong cross-functional partnership.
- Willingness to travel internationally for vendor audits, training, and alignment.
- Ability to work flexibly—our community isn't limited to 9-5
Travel Requirements
This role requires periodic international travel to support vendor performance, relationship building, and on-site operational alignment.
- Quarterly travel to our BPO partner sites, including regular trips to the Philippines and additional travel to new vendor locations as they come online.
- Travel will include vendor site visits, training alignment, quality audits, and leadership workshops.
- Estimated annual travel: 4–6 international trips, typically 5–7 days each, depending on business needs.
- Must be comfortable traveling independently, working across time zones, and representing Tapstitch with professionalism and operational rigor.
- Be part of a mission-driven team transforming the future of creator commerce.
- Competitive compensation and equity package.
- Mostly in-person work setup with team HQ in NYC.
- Medical, dental, and vision insurance.
- The opportunity to be a part of a high-growth startup building from 0-1.
