Vendor Operations Lead

We’re a leading business management solution with a core purpose: helping more businesses in Australia and New Zealand start, survive and succeed.

 

At MYOB, we believe what’s good for one business is good for all business—and for all of us. Whether you support them, work for them, or dream of building your own, when businesses run smoothly, everybody feels it. Owners, employees, customers, suppliers—even families. That’s why we’re here: to give every person in business the tools they need to focus on what really matters and do Big Things—whatever big looks like for them.

 

And for you? Joining MYOB means being part of that impact. It means using your skills to help businesses thrive, shaping the future of work, and growing alongside the people and communities we support. Because while we’re the business of software, we’re really in the business of people. And that makes MYOB Everyone’s Business.

About the role

Great customer operations need strong partnerships, clear expectations and someone to bring it all together.

As our Vendor Operations Lead, you’ll own the relationship with MYOB’s outsourced customer operations partners. You’ll lead performance, governance, risk and commercial management across a large-scale contact centre environment.

This is a senior individual contributor role. You’ll influence without direct authority, build trusted relationships and hold internal teams and external partners accountable. You’ll also help shape the future of customer operations through automation, AI and continuous improvement.

What you’ll do

• Own the performance of MYOB’s outsourced contact centre operations, keeping customer, service and commercial outcomes on track.
• Lead vendor governance, contract management and performance reviews, making sure our partners deliver what we’ve agreed.
• Coordinate workforce planning, capacity management and operational readiness across our BPO partners.
• Act as the key escalation point for vendor performance, operational risks and partnership health.
• Use data, customer feedback and root cause analysis to find issues and improve the way we work.
• Partner with Customer Operations, Product, Technology, Finance and Risk to deliver change that sticks.
• Identify ways to improve efficiency, customer experience and cost to serve through automation, AI and transformation programs.

What you’ll bring

• Experience leading vendor, BPO or outsourced contact centre operations in a complex customer service environment.
• Strong commercial judgement, including contract management, vendor governance and performance management.
• A track record of influencing partners and getting results without direct people leadership responsibility.
• Experience managing large-scale contact centre operations and service delivery performance.
• Strong analytical skills, with the ability to turn data and insights into practical improvements.
• Experience managing operational risk, escalations, compliance and business continuity requirements.
• Exposure to transformation, automation or AI-enabled customer service initiatives.

You’ll be someone who brings calm to complexity, builds trust quickly and keeps things moving. You’ll know when to look at the detail, when to step back and when to make the call.