Contact Center Vendor Management Lead (Remote)

Greater Toronto Area | Remote

Job ID 10533

Company Description

Our client operates within a large franchise network that supports independently owned businesses across North America.

Think of it as a system that helps local entrepreneurs succeed. The organization provides the technology, vendor partnerships, and operational infrastructure that allow franchise owners to focus on serving their customers.

Behind the scenes, however, those systems only work when the external partners supporting them are performing at a high level.

That is where this role comes in.

They are looking for someone who understands how to manage third-party service vendors, hold them accountable to performance standards, and keep communication flowing between vendors and franchise operators.

Compensation

$61,000 – $70,000 annually

* The stated compensation range reflects the full scope of the role as currently structured and is provided in accordance with pay transparency requirements. Offers are determined based on relevant experience, demonstrated skills, internal equity, and alignment with the role’s requirements. The upper end of the range is typically reserved for candidates who fully meet all requirements and qualifications outlined in this posting and the official job description.

The Opportunity

This position focuses heavily on contact center vendor management .

External partners handle a portion of the customer engagement workflow, and this role ensures those partners deliver the service levels the organization and its franchise owners expect.

This role is best suited to someone who has already worked directly with outsourced customer service vendors or contact center providers. Candidates who have not had hands-on responsibility for managing vendor performance in a service environment may find the position difficult to step into immediately.

The successful candidate will monitor vendor performance, track service metrics, troubleshoot operational issues, and help ensure franchise owners receive consistent support.

Experience supporting franchise systems or working with owner-operators would be particularly valuable.

This role is fully remote, but the work itself is highly operational and hands-on. The ideal candidate will be someone who has already spent time managing vendor relationships, performance metrics, and service delivery processes.

Position Description

In this role, you will serve as the operational bridge between internal teams, franchise owners, and external service vendors.

Your responsibilities will include:

• Managing relationships with contact center and telecommunications vendors
• Tracking vendor performance using service level metrics and KPIs
• Running regular vendor review meetings and identifying improvement opportunities
• Maintaining dashboards that track service quality, cost performance, and operational results
• Preparing reports and insights for leadership
• Forecasting vendor hours and service demand
• Supporting franchise owners by ensuring vendor services run smoothly
• Assisting with training and onboarding of new franchise operators
• Supporting training programs for local scheduling teams
• Monitoring operational risks related to third-party service providers
• Collaborating with departments such as operations, IT, marketing, and communications

Experience

This role will be a strong fit for someone who has already worked in environments such as:

• Contact center operations
• Vendor-supported customer service environments
• Franchise systems
• Organizations where independent operators rely on centralized support services

Experience working in franchise environments or organizations that support independent owner-operators is strongly preferred. Because the role regularly interacts with franchise business owners, candidates who understand franchise operations will have a clear advantage.

Candidates who have direct experience managing vendor relationships, reviewing service metrics, and coordinating operational service delivery will be particularly well-suited for the role.

Qualifications

• Post-secondary education in business, operations, or a related field, or equivalent experience
• Experience working with third-party vendors or service providers
• Experience in customer service operations or contact center environments
• Strong relationship-building skills with vendors and internal stakeholders
• Ability to analyze operational data and identify improvement opportunities
• Proficiency with Microsoft Excel and Office tools
• Experience with platforms such as Salesforce or OnePoint is considered an asset
• Exposure to franchise systems or owner-operator environments is preferred
• Ability to work cross-functionally across multiple departments
• Willingness to travel occasionally if required

Because this is a fully remote role, the organization is prioritizing candidates who already have experience managing vendor-delivered services or supporting franchise-based operations. Applicants with direct contact center vendor management experience will be given priority consideration.

Education

Post-secondary education in business, operations, or a related field, or equivalent experience.

Additional Information

Date Posted: March 17, 2026

Job Type: Permanent, Full-Time, Remote

Industries: Franchising

Job Categories: Manufacturing/Production/Operations

Manages Others: No

Required Travel: Minimal

Relocation Assistance: No

Learn More About the Recruiter

Gian Mele

Gian Mele brings something rare to the recruitment table: he has lived on both sides of the industrial marketplace. With over 15 years as a sales and marketing consultant embedded in the food service, manufacturing, and industrial sectors, he spent his career calling on the very organizations he now recruits for — learning the pressures, the language, and the talent needs of engineers, technical sales teams, product managers, and operational leaders from the inside out.

How to Apply

Please click on the “Apply” button located elsewhere on this job posting (preferred) or email your resume to:
Show email

Existing Vacancy

This is a critical role within the organization and, following the recruitment and selection process, the selected candidate should expect to receive an offer promptly.

Use of Artificial Intelligence

We do NOT use artificial intelligence to screen, rank or select candidates. The merits of every single application will be judged by a human. AI may be used to craft correspondence or write a job posting but never in the decision making as to candidate suitability.

About Stoakley-Stewart Consultants

Stoakley-Stewart Consultants Ltd. is an Executive Search/Recruiting firm with an impressive domestic presence and strong international reach. We opened our doors in 1977 and have grown to be one of the most successful employment agencies in Canada. We house a team of top-notch consultants, each acting as a subject matter expert in their chosen field. As a result we provide professional recruiting services to clients and candidates in a variety of industries, functions and geographies. This expansive breadth of experience allows us, as a firm, to successfully satisfy all of your hiring/employment needs.  In accordance with Canadian laws, it is the policy of Stoakley-Stewart Consultants to consider all qualified individuals for available positions without regard to race, colour, religion, sexual orientation, country of origin, age, disability etc.
Click here to view ALL of our open jobs.

What are we known for and how do we help?

• Helping talented professionals secure new, exciting and rewarding career opportunities
• Treating each unique individual with professionalism, respect and integrity
• Meeting your distinct needs by matching you with the right corporate culture

Follow Us for the Latest Jobs, Career Advice and Job Market Trends