Vendor Manager

Job Description

The Vendor Manager oversees the operations, services, and programs provided by vendor-owned call centers, collections centers, and other production facilities to the North Texas Tollway Authority. Manages the relationships with NTTA business partners by monitoring, auditing, and measuring vendor work performance, implementing process improvements, resolving escalated calls, designing changes to systems and telephone scripts used by agents interacting with NTTA customers, and leading performance review meetings with authority business partners. The vendor manager is responsible for coaching, mentoring, and developing an internal team. Additionally, the manager assists in recruiting, interviewing, and hiring staff.

Responsibilities:

• Leads strategic vendor partnerships and governance models to ensure alignment with NTTA operational objectives, contractual obligations, and customer experience standards.  Serves as the primary NTTA liaison to vendor executive leadership, leading structured performance governance forums and holding vendors accountable for service delivery, compliance, and continuous improvement outcomes.  Designs and governs enterprise performance and quality measurement frameworks in collaboration with vendors and internal stakeholders to ensure contractual compliance, operational efficiency, and regulatory adherence.  Owns the development, analysis, and executive presentation of multi-level KPI dashboards, translating operational data into actionable insights that inform vendor strategy, financial decisions, and service optimization.  Monitors vendor progress, tracks against current targets and uses reporting to propose future strategies to drive efficiencies.
• Identify effective internal and external workflows, review existing processes for trend changes and improvement opportunities and update as necessary.
• Document training requirements, provide them to the Customer Service training team and ensure that vendors implement training and education where needed.
• Provides strategic input into vendor procurement, RFP development, contract structuring, and performance requirements to support long-term service delivery and financial sustainability.  Provides effective and timely communication to staff, entities and external customers to resolve issues and foster open and honest communication.
• Manages the performance of an internal team which includes employment actions, performance management, training and career development.
• Monitor team activities, track service and customer satisfaction levels, define policies and procedures, and communicate with vendors and internal stakeholders.
• Acts as escalation authority for complex, high-risk customer cases, balancing contractual requirements, customer experience, and organizational risk considerations.  Makes decisions about the deployment of vendor resources with oversight of the Senior Vendor Manager.
• Monitor NTTA and vendor systems used in accomplishing the work (CRMs (e.g., TRIPS), Collections, Telecom, Training, Compliance, et.al), recommends requirements for system enhancements, and ensures implementation of system enhancements that are related to NTTA vendor and customer management.
• Ensures that Standard Operating Procedures are documented, up-to-date, and adhered to by both NTTA internal stakeholders and NTTA vendors

Qualifications:

Minimum:                                  

• Bachelor’s degree or equivalent experience.
• 3-5 years’ experience in a related field
• Valid driver’s license or ability to obtain Texas Class “C” driver’s license within 30 days of hire.

Preferred:

• 5 + years’ experience reviewing contracts and negotiating vendor terms and conditions.
• Bachelor’s degree in business administration, logistics, or a relevant field.
• Public sector vendor management training or contract management training.
• Strong negotiation and influencing skills.
• Experience managing KPI’s

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.