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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson - **Company:** The Goldman Sachs Group Inc - **Location:** Richardson, TX, United States - **Contract:** Permanent contract - **Skills:** Databases, Instant Messaging Technology - **Published:** September 9, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/87200886/1 ## About the Role * Associate's degree or equivalent work experience * Minimum of 1 year in current role * Strong understanding of customer service experience and process improvements * Strong understanding of contact center metrics * Must be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast-paced environment and have a positive attitude. * Attention to detail as it relates to SOW, Contracts, Invoicing * Project Management skill set to launch, exit or transition Contact Center Operations with new and existing vendors, * Bachelor's degree in business or a related field * Leadership experience in a startup environment * Contact Center Management, Vendor Management, Business Process Outsourcing (BPO), Supplier Management, Category Management experience preferred. ## Description * Manage business process outsourcing vendors (onshore/nearshore/offshore) supporting customer calls and online chat interactions with an eye towards excellent quality, customer service and efficiency * Conduct site visit to Vendor locations for quarterly audit as it relates to the Statement of work for BPO Partner: + GS Client Review Physical Location set up to ensure site continues to meet the Floor Set up and Agent Equipment Check list outlined in the Site Readiness Check list + Review the Vendor's Physical Security and Cyber Risk Mitigation Protocols are in line with GS standards + Conduct side by side observations on agents supporting customer calls and online chat interactions + Conduct discussion meetings with leadership and agents + Conduct debrief session with Vendor Senior leaders on observations and remediation plans for findings + Document site visit notes in GS Data base for historical reference * Contact Center Management oversight * Provide leadership direction and oversight of Analysts responsible for supporting multiple vendor relationships * Work across the Transaction Disputes Intake and Fraud Servicing businesses to facilitate consistency in performance execution, customer satisfaction and regulatory compliance. * Ensure adherence to contractual SLAs, KPIs and any contractual and regulatory requirements * Work with business functions and cross-divisional stakeholders (e.g., technology, operational, legal, compliance and vendor risk) to identify and implement solutions. * Review and provide recommendations regarding business process opportunities * Facilitate issue identification and provide recommendations for effective and timely resolution to business. * Provide consistent coaching and direction to vendors through multiple communication channels and routines * Track and manage risks and communicate incidents/performance issues to proper leaders and business partners including Legal, Risk and Compliance teams * Grow and develop a highly engaged team & drive positive culture * Creating a culture of continuous improvement, focusing on systems to measure and improve customer satisfaction * Support complex problem solving and dispute resolution * Ensure compliance with established policies and procedures across multiple cross functional teams and processes * Some travel required ## Related Videos - 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