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Manager - Vendor Management

United States of America (USA), Remote

Lumos is looking for a full-time Manager – Vendor Management! If you’re an experienced vendor relationship manager with telecom or call center experience who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Manager – Vendor Management strengthens our vendor relationships in Business Operations at Lumos. Primarily oversees a significant call center vendor, in addition to important partnerships and contracts. Evaluates vendor performance, forecasts future needs of the business, negotiates contracts, identifies & implements improvements, and creates cost-saving measures.

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio, Illinois, Kentucky, and Alabama.

We believe that the possibilities of tomorrow can’t be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

  • Builds & maintains strong relationships with new & existing, including Lumos’s primary call center vendor – maintains ongoing communication and responsibility for workflow.
  • Develops weekly, monthly, quarterly & annual call forecasts; communicates in meetings.
  • Uses data-driven insights to provide comprehensive reports on vendor performance & improvement trajectories
  • Negotiates contracts, pricing, and terms of service with vendors and is first point of contact.
  • Monitors and evaluates vendor performance against contracted KPIs & SLAs.
  • Reviews & approves all invoices in alignment with contracts and SLA performance.
  • Evaluates vendor performance to budget and resolves any billing disputes.
  • Ensures vendor quality aligns with metrics, monitors risk, and reports on all performance.  
  • Identifies opportunities for new vendors based on Lumos’s needs.
  • Monitors and scores vendor calls; communicates performance & resolution plans.
  • Assesses quality, implements process improvements, and conducts regular audits.
  • Performs other duties as assigned, including departmental and cross-functional projects.

Knowledge, Skills, & Abilities Required                                                                                                                     

  • Excellent interpersonal skills, as well as written and verbal communication skills.
  • Solid report-writing and presentation skills.
  • Competent computer and organizational skills; working knowledge of Microsoft Office.
  • Ability to manage multiple priorities simultaneously.
  • Excellent vendor relations and customer service skills.

Other Experience & Requirements

  • 5+ years’ vendor management experience required; within telecommunications and/or call center operations preferred.  
  • Associates’ degree required; Bachelor’s degree preferred.
  • Proactive, independent, and ability to take initiative to keep on-task and on-target.
  • Fiber or Telecom industry experience preferred.

Benefits & Perks 

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

  • Comprehensive health, dental, and vision coverage.
  • Competitive compensation packages, including bonus options for eligible positions.
  • Paid Time Off & Paid Holidays.
  • Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
  • 100% employer-paid life and disability insurance.
  • Employee Assistance Program (EAP) with access to professional support for life’s challenges.
  • 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
  • Wellness program offering education and cash incentives for gym attendance and nutrition programs.
  • Employee referral bonuses.
  • Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.

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