Senior Operations Performance Manager - Vendor Management

Job DescriptionAs Operations Performance Manager, you'll be the driving force behind the performance of our external service providers within the Customer Service department. You own the full performance lifecycle: from quality assurance and employee development oversight to escalation handling and cost governance, ensuring our partners don't just meet expectations, but continuously raise the bar. As the trusted interface between SIXT and its service providers, you translate performance data into actionable improvements that directly maximize customer satisfaction and operational excellence. YOUR ROLE AT SIXT You monitor and ensure that service providers meet all qualitative requirements, including validating SLAs, implementing and reviewing qualitative KPIs, and regularly benchmarking provider performance against agreed criteriaYou oversee that service providers deploy qualified, well-trained staff capable of delivering high-quality service; this includes monitoring agent performance, identifying training gaps, and ensuring effective upskilling programs are in placeYou ensure service providers maintain robust escalation processes to resolve issues swiftly and effectively, including strong complaint handling and customer satisfaction management frameworksYou safeguard that high-quality services are delivered within the agreed budget, actively exploring cost savings without compromising service quality; invoice processes must be seamless, traceable, and fully documented at every stepYou analyze and interpret performance and cost data to proactively identify trends, optimize forecasting of customer needs, and support data-driven decisions that improve service quality and pricingYou cultivate strong, trust-based relationships with service providers through continuous communication and collaboration, ensuring full alignment on SIXT's expectations, standards, and strategic goalsYOUR SKILLS MATTER BPO Expertise You bring 5+ years of experience in operations management, vendor performance, or service delivery within a BPO or customer service environment. You have hands-on experience working with or within BPO providers and understand the mechanics of external service operations from the inside out, including how to drive performance improvements on the groundPerformance & Quality Mindset You think in KPIs and outcomes, not just processes. You know how to design, implement, and monitor quality frameworks that hold service providers accountable and continuously push performance forwardStakeholder & Communication Management You are a confident communicator who thrives at the intersection of multiple teams. You collaborate closely with internal CS hubs, Training, and Quality teams, aligning diverse stakeholders around shared performance goals with clarity and impact in every interactionAnalytical & Technical Skills You are comfortable handling performance data end-to-end, from interpreting agent-level metrics to identifying systemic trends, applying predictive thinking to anticipate issues before they escalate. You are proficient in Excel and confident across the MS Office suite, using these tools to track KPIs, model performance scenarios, and maintain full traceability of cost and quality dataMobility & Languages You are open to occasional business travel to supplier sites, cross-location team meetings, or on-site performance reviews to strengthen partnerships on the ground. You are fluent in English; German is a strong plusWHAT WE OFFER Extra benefits Enjoy discounts on SIXT rent, share, ride and SIXT+, attractive vehicle leasing offers, and exclusive deals with partners for travel, tech, fashion and moreAI at your fingertips From day one, you'll have access to Claude by Anthropic and SIXTgpt, SIXT's own AI platform, to supercharge your work. We invest in every team member's AI journey: encouraging experimentation, building knowledge, and making sure you're ahead of the curveMobility Boost You will receive a monthly allowance from us as a contribution to your individual mobilityFuture security We contribute to your retirement plan and support you with capital-forming benefits to ensure you are well coveredFlexibility Enjoy 30 days of vacation and a hybrid working model with flexible hoursGiving back Take one day each year to volunteer at a charitable organization dedicated to supporting children