Kaizen Gaming Careers - Vendor Manager

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

About the Role

This role is a crucial part of our Operations teams, supporting multiple verticals but most notably Customer Success. The Vendor Manager will be directly responsible for managing and evolving the partnership with both existing and new BPOs (Business Process Outsourcers), leveraging global partnership experience to drive local success. This individual will enhance contracting efficiency, ensure commercial competitiveness and parity, and oversee high-level contractual performance. The Vendor Manager will work closely with Operations Managers who handle the day-to-day activities of BPO operations. Additionally, this role is key in improving forecasting accuracy and ensuring the delivery of the contracted headcount through our BPO partners.

What you will bring:

Minimum 4 years of experience working in roles involving BPO management;
Proven background in dealing with contracting management and area and operations P&L tracking;
Minimum 2 years working in customer support related functions, with good expertise on BPO support services;
Demonstrated knowledge in workforce management and forecasting;
Experience dealing with BPO commercial negotiation and growth;
Experience optimizing BPO operational efficiency;
Experience managing BPOs in a customer support environment.

Responsibilities:

Manage and negotiate contract terms and next steps, including detailed clause discussions;
Lead short-term (30/60/90 day) forecasting and optimize headcount distribution across BPOs;
Address and resolve any escalations related to contractual clauses;
Oversees bonus and penalty policies with monthly achievement tracking;
Use contracting and commercial levers to drive stable and efficient operations; design and manage performance-related clauses such as bonus and penalties;
Monitor budget usage across all BPOs within the Operations team, providing insights and solutions for cost efficiency;
WFM/Forecasting: Own forecasting accuracy and ensure 100% delivery of contracted services and headcount

Vendor Manager

Customer Operations

São Paulo, Brazil