Agent Enablement Vendor Operations Manager

SuperCom Ltd.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Super.com is on a mission to maximize lives, not just for our customers but also for our incredible team. We believe that life is meant to be experienced, and we foster an environment where our employees can unlock their full potential, celebrate learning, and witness the tangible impact of their contributions. Beyond being a fast-paced, high-growth tech company, we are deeply invested in our people and are committed to supercharging your career through meaningful work, supportive colleagues, and enriching programs.
• In this pivotal role, you will lead a high-impact pod within the Agent Enablement & Vendor Operations (AEVO) team. You will manage a dedicated group of Performance Specialists who are instrumental in supporting our Business Process Outsourcing (BPO) partners across our diverse verticals, including Travel, Fintech (Super ), and other niche Lines of Business (LOBs). Your leadership will directly shape the strategy and execution of critical programs such as coaching, gamification, knowledge checks, and performance initiatives, all of which are designed to significantly influence Customer Satisfaction (CSAT), quality metrics, and operational efficiency.
• You will be a key collaborator, working hand-in-hand with our Vendor Management, Workforce Management (WFM), Training, Quality Assurance (QA), and Product Process teams. This cross-functional partnership is essential to ensure that all implemented initiatives are not only realistic and scalable but also deeply grounded in the practical realities of a contact center environment. This position is ideally suited for an operations-minded people leader who possesses a passion for transforming data and AI-powered insights into sustained, positive behavior changes on the front lines.
• The AEVO team at Super.com is the driving force behind BPO partner success, agent enablement, effective escalation management, and seamless cross-functional collaboration. Our team is strategically structured across Travel & Fintech verticals, cultivating deep subject matter expertise while maintaining the agility and collaborative spirit necessary to function effectively across all areas. We serve as the crucial link between high-level strategy and the day-to-day execution happening on the contact center floor.
• AEVO operates with a deeply hands-on and data-driven approach. We leverage a comprehensive suite of tools and metrics, including QA scores, CSAT data, operational KPIs, and advanced AI-powered platforms such as Loris.ai, Guru, Gemini, Glean, and ChatGPT. Our objective is to gain a profound understanding of the agent experience, identify areas for improvement, and design targeted programs that enhance performance, reduce operational friction, and robustly protect the Super.com brand reputation.
• Your responsibilities will encompass leading and nurturing a team of Agent Enablement & Vendor Operations Performance Specialists. This includes setting clear goals, providing consistent coaching, and managing day-to-day priorities to ensure team success. You will be the architect of the strategy and roadmap for our coaching frameworks, gamification initiatives, recognition programs, and knowledge checks, ensuring their effective deployment across all BPO partners and lines of business.
• A significant part of your role will involve partnering closely with Vendor Management and BPO leadership. You will collaboratively define performance expectations, develop and manage scorecards, conduct Quarterly Business Reviews (QBRs) and Weekly Business Reviews (WBRs), and ensure diligent follow-through on all agreed-upon improvement plans. Furthermore, you will work in tandem with WFM to ensure our programs are aligned with staffing levels, scheduling constraints, and Service Level Agreement (SLA) requirements, guaranteeing that our initiatives are both impactful and operationally feasible.
• Close collaboration with Training, Quality, Process Optimization, and Escalation Operations teams is vital. You will ensure that performance programs effectively support new product launches, complex operational workflows, and overarching CSAT goals. A core function of your role will be to utilize AI and data analytics—drawing from QA, CSAT, WFM metrics, and coaching rubrics—to precisely target interventions, rigorously measure their impact, and continuously iterate on programs for ongoing improvement.
• Finally, you will play a key role in standardizing our playbooks, templates, and reporting mechanisms. This standardization effort is crucial for ensuring that our performance programs are consistent, easily scalable, and readily understandable for both our vendors and internal leadership teams, fostering a culture of clarity and efficiency.

🎯 Requirements

• 5+ years of experience in BPO contact center or CX operations, with at least 3 years in a people leadership role (managing QA, enablement, training, or vendor operations teams).
• Deep expertise in agent performance enablement programs, such as coaching, Quality Assurance (QA), training, gamification, or similar behavior-change initiatives.
• Solid understanding of contact center organizational structures and workflows, including the interdependencies between WFM, QA, Training, Operations leadership, and Vendor Management.
• Proven track record of managing BPO vendor relationships, including experience with performance scorecards, QBRs/WBRs, and driving accountability for measurable results.
• Strong analytical skills, with demonstrated experience using QA, CSAT/DSAT, WFM metrics, and Business Intelligence (BI) tools to prioritize work and articulate clear performance narratives.
• Hands-on experience with AI and CX tooling (e.g., Loris.ai, Guru, Gemini, Glean, ChatGPT, and CRM QA platforms) within an operations or enablement context.
• Excellent communication and influencing skills, with the ability to drive change effectively across multiple vendors, LOBs, and cross-functional partners in a dynamic, fast-paced environment.

🏖️ Benefits

• Remote-First Flexibility: Work from anywhere globally and set your own hours, with trust and autonomy.
• Unlimited PTO & Recharge Days: Enjoy unlimited Paid Time Off, company-wide recharge days, and annual team offsites for well-deserved breaks and team bonding.
• Everyday Perks: Benefit from weekly UberEats credits and exclusive travel discounts on SuperTravel.
• Family-Friendly Support: Generous parental leave and flexible return-to-work plans to support growing families.
• Comprehensive Compensation Package: Includes competitive salary, equity options, annual bonus, retirement matching, and a top-tier benefits package.
• Investment in Your Growth: Access to wellness budgets, personal development funds, and team-level learning resources to support your continuous learning and well-being.

Skills & Technologies

Remote

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SuperCom Ltd.

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About SuperCom Ltd.

SuperCom Ltd. is an Israeli provider of digital identity, IoT and cybersecurity solutions for governments and enterprises worldwide. The company’s portfolio includes electronic monitoring systems for criminal offenders, digital ID passports, border control and e-government platforms, and cyber-security products for critical infrastructure. Founded in 1988 and headquartered in Tel Aviv with U.S. offices in Arizona, SuperCom serves ministries of interior, corrections agencies, and law enforcement in over 20 countries, emphasizing secure, scalable technologies that enhance public safety and operational efficiency while reducing costs and recidivism.

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