BPO Vendor Manager

Location: GBR-London

Who We Are

At JD.com, also known as JINGDONG, we are building one of the world’s most trusted technology and supply chain ecosystems. What started as a bold idea in China has evolved into a NASDAQ-listed, Fortune 44 global enterprise serving over 700 million active customers. Powered by advanced logistics, innovative technology, and a commitment to integrity, JD.com operates across retail, logistics, technology, property and more, creating solutions that make everyday life smarter, faster, and more connected.

Our Global Reach

JD.com is expanding its international footprint through a digitally intelligent, cross-border supply chain and world-class logistics network, supported by platforms such as Joybuy, which brings trusted products to customers worldwide. Today, our teams operate across China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE and beyond, reaching customers in every corner of the world.

Learn more about who we are and what we do: https://corporate.jd.com/

What We Offer

Joining JD.com means becoming part of a company where people, innovation, and impact go hand in hand. We offer a competitive salary, a great location, and a supportive, people-first culture where your growth truly matters. With access to global projects, learning opportunities, and an inclusive environment that values every voice, you’ll have the space to shape the future with us.

About The Team

You’ll be joining the JD.com team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Who We Are

Joybuy isJD.com’s dedicated retail platform for Europe, offering products across a wide range of categories. Operating across the UK, Netherlands, Germany, France, Belgium and Luxembourg, we’re building the future of retail through smart systems, bold ideas, and a customer-first mindset. Backed byJD.com, also known as JINGDONG, and its trusted global technology and supply chain ecosystem, we deliver a shopping experience that is speedy, reliable, and genuinely enjoyable. If you’re ready to make a difference, bring your talent and grow with us. Don’t just buy, Joybuy.

Learn more about who we are and what we do:https://about.joybuy.com/about/

What We Offer

Joining Joybuy means becoming part of a business where people, innovation, and impact work together to shape the future of cross-border e-commerce. You’ll contribute to smart supply chains, efficient logistics, and meaningful projects that drive real customer value. With a competitive salary, great office locations, and a supportive, people-first culture, you’ll have the space to grow your career, learn from talented colleagues, and make a genuine impact in a fast-expanding international business.

About The Team

You’ll be joining the Joybuy team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Manager, BPO Vendor Management, Training, Quality & Seller Escalations

About the Role

We are looking for an experienced, execution-focused Manager to own our BPO partner network supporting Marketplace sellers. You will be accountable for how well our outsourced teams perform, how well they are trained, the quality of every seller interaction they handle, and how quickly and fairly seller escalations are resolved.

In this role, you will partner closely with Customer Support, BPO, Marketplace Operations, Account Management, Policy, and Leadership teams. You will run vendor governance, build training and quality programs that scale across sites, and act as the escalation point for sellers whose issues cannot be resolved through standard channels.

This is a high-impact role for someone who combines strong commercial judgment, operational discipline, and analytical capability, and who can hold vendors to a high bar while building partnerships that last. Experience using AI and automation to improve quality monitoring, training, and case handling is a strong advantage.

Key Responsibilities

BPO Vendor Management

• Own day-to-day and strategic management of BPO partners supporting Marketplace sellers, across multiple sites, channels (chat, email, tickets), and languages.
• Define and manage SLAs, KPIs, and vendor scorecards covering service level, first-contact resolution, average handle time, quality score, seller satisfaction (CSAT), escalation rate, attrition, and cost per contact.
• Run the vendor governance cadence, including daily and weekly performance reviews, monthly business reviews, and quarterly business reviews with vendor leadership.
• Lead root cause analysis on performance gaps and drive corrective action plans to closure, with clear owners, dates, and measurable outcomes.
• Partner with BPO Workforce Management on forecasting, capacity planning, hiring ramps, and headcount allocation; calibrate vendor recruitment against the agreed agent profile.
• Manage vendor commercials, including invoice validation, budget tracking, and support for contract negotiations, renewals, and pricing reviews.
• Lead onboarding of new vendors, sites, and programs, validating staffing, training, systems access, and go-live readiness.
• Conduct regular site visits and risk reviews covering data security, compliance, business continuity, and agent experience.

Seller Escalations

• Act as the escalation point for complex, high-value, or sensitive seller cases, including account health, payments, listing, fulfillment, and policy enforcement issues.
• Design and own the escalation process, including tiers, routing rules, response and resolution SLAs, and handoffs to Account Management, Policy, Product, and Finance.
• Work closely with Buyer Support and Dispute team to ensure a seamless customer experience.

Training & Quality

• Own the training and quality framework for outsourced teams, from new-hire training and nesting to QA forms, sampling, and critical-error definitions.
• Keep training content, SOPs, and knowledge articles current with policy and platform changes, working with Policy, Product, and Knowledge Management.
• Lead calibration between internal and vendor QA teams and audit vendor scoring accuracy.
• Turn quality, escalation, and seller feedback data into targeted coaching, refresher training, and process fixes.

Reporting, Continuous Improvement & AI Enablement

• Partner with BA to build and maintain dashboards and management reports covering vendor performance, quality, training, and escalation metrics.
• Drive process improvement and automation initiatives to reduce contact volume, improve resolution quality, and lower cost to serve.
• Identify and pilot AI use cases such as agentic AI, automated QA scoring, case summarization, agent assist, knowledge search, and escalation triage; monitor adoption and business impact.
• Bachelor's degree in Business, Operations Management, Economics, Communications, or a related field.
• 7+ years of experience in BPO vendor management, contact center operations, customer or seller support, or outsourced service delivery, with at least 3 years managing BPO partners from the client side.
• Experience in eCommerce, Marketplace, Retail, Internet platforms, or cross-border business is highly preferred.
• Proven track record managing vendor performance through SLAs, scorecards, governance cadences, and corrective action plans.
• Hands-on experience designing or running training programs and quality assurance frameworks, including calibration, for frontline support teams.
• Experience handling complex customer or seller escalations and designing escalation processes across multiple teams.
• Strong understanding of contact center metrics and operations, including workforce planning, capacity management, and cost per contact.
• Strong analytical and problem-solving skills with the ability to turn performance data into clear insights and actions.
• Advanced Excel skills are required; SQL and experience with BI tools such as Tableau, Power BI, or Looker are preferred.
• Experience with CRM and ticketing platforms such as Salesforce Service Cloud, Zendesk, or similar tools.
• Excellent stakeholder management, negotiation, and communication skills, with the ability to influence vendor leadership and internal teams.
• Strong ownership mindset, attention to detail, and composure under pressure.
• Willingness to travel to vendor sites (approximately 15–25%) and to support time-sensitive escalations outside standard hours when needed.
• Fluent in English; Mandarin is a plus.

Preferred Experience

• Experience managing, launching multi-vendor BPO partners supporting marketplace sellers across time zones and languages.
• COPC, Six Sigma, Lean, or similar quality and process improvement certification.
• Experience implementing AI-enabled agent assist, or automated escalation routing in support operations.
• Experience supporting vendor contract negotiations, RFPs, and pricing models.
• Experience working with international or cross-border teams.

Location

London based

At JD.com, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

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Take the next step in your career, apply now and explore the opportunities we have to offer.