{"id":2576887,"url":"https://alion.io/job/nestle-operations-sourcing-performance-lead","title":"Operations Sourcing Performance Lead","company":{"id":447067,"name":"Nestlé","domain":"nestle.com","url":"https://alion.io/company/nestle-7","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Meycauayan, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":42000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1517},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Power BI","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T20:00:59Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Position Snapshot\nLocation: Meycauayan, Bulacan, PH / Rockwell, Makati, PH\nCompany: Nestlé Business Services Manila, Inc.\nFull-time, Hybrid\nPosition Summary\nJoining Nestlé means joining the largest food and beverage company in the world. At our core, we are a human environment driven by the purpose of enhancing quality of life and contributing to a healthier future.\nAs an Operations Sourcing Performance Lead, you will oversee the performance and governance of outsourced Consumer Engagement Services (CES) partners across multiple markets. Acting as the key link between markets, internal stakeholders, and vendor leadership teams, you will drive operational excellence, service delivery, cost efficiency, risk management, and continuous improvement initiatives. This role plays a critical part in ensuring our vendor partners consistently deliver against service commitments while supporting an outstanding consumer experience.\nA Day in the Life of...\nLead Vendor Performance and Operational Governance\nManage the operational performance of 2-3 outsourced CES vendors supporting approximately 80-200 FTE across multiple markets.\nFacilitate daily operational reviews, weekly business reviews, monthly governance meetings, and quarterly strategic performance sessions.\nMonitor service levels, quality, productivity, customer experience metrics, and contractual obligations.\nPartner with vendor leadership teams to ensure operational commitments and performance targets are consistently achieved.\nDrive Performance Improvement and Service Recovery\nAnalyze operational trends, identify performance gaps, and recommend corrective actions.\nLead recovery plans for service disruptions, SLA misses, consumer risks, or capacity constraints.\nConduct root cause analysis and challenge vendors to deliver sustainable improvement plans.\nDrive continuous improvement initiatives and validate business impact following implementation.\nOptimize Resources, Capacity, and Cost Efficiency\nCollaborate with market teams, workforce management, and vendor partners to evaluate staffing models and capacity plans.\nReview utilization, productivity, shrinkage, overtime, and workforce allocation to optimize operational performance.\nIdentify opportunities to improve efficiency, reduce costs, and enhance service delivery.\nSupport operational planning for new initiatives, projects, and service transformations.\nManage Stakeholders and Strategic Vendor Relationships\nServe as the primary operational liaison between markets, internal functions, and vendor leadership teams.\nProvide operational insights and recommendations to support sourcing strategies, vendor reviews, renewals, and change requests.\nDevelop performance scorecards and benchmarking reports across multiple vendors.\nCommunicate operational risks, opportunities, and improvement actions to key stakeholders and leadership teams.\nStrengthen Risk Management and Compliance\nEnsure vendors maintain compliance with operational controls, privacy requirements, business continuity plans, and escalation processes.\nMonitor risk registers and support mitigation plans for identified operational risks.\nDrive governance processes that support compliance, transparency, and business resilience.\nPartner with cross-functional teams including Procurement, Finance, HR, IT, Legal, and Quality functions to ensure operational effectiveness.\nWhat Will Make You Successful\nBachelor's degree in Business, Operations, Industrial Engineering, Analytics, Marketing, or a related field.\nAt least 7 years of experience in contact center operations, consumer engagement services, customer experience, BPO, shared services, or service operations.\nMinimum of 3 years of experience managing outsourced vendors, managed services, or multi-site operations.\nProven experience leading vendor performance governance in complex, multi-market environments.\nStrong knowledge of operational KPIs, SLAs, workforce planning, productivity management, root cause analysis, and service recovery.\nExperience managing large-scale operations with exposure to teams of at least 50 FTE or equivalent operational complexity.\nStrong stakeholder management, influencing, negotiation, and communication skills.\nAdvanced analytical skills with the ability to translate data into actionable business recommendations.\nProficiency in Excel, PowerPoint, and reporting tools such as Power BI and contact center reporting platforms.\nExperience in supplier management, outsourcing governance, Lean Six Sigma, COPC, ITIL, PMP, or related methodologies is an advantage.\nContinuous improvement mindset with the ability to drive operational excellence and consumer-centric outcomes in a global environment.\nPosition Snapshot\nLocation: Meycauayan, Bulacan, PH / Rockwell, Makati, PH\nCompany: Nestlé Business Services Manila, Inc.\nFull-time, Hybrid\nPosition Summary\nJoining Nestlé means joining the largest food and beverage company in the world. At our core, we are a human environment driven by the purpose of enhancing quality of life and contributing to a healthier future.\nAs an Operations Sourcing Performance Lead, you will oversee the performance and governance of outsourced Consumer Engagement Services (CES) partners across multiple markets. Acting as the key link between markets, internal stakeholders, and vendor leadership teams, you will drive operational excellence, service delivery, cost efficiency, risk management, and continuous improvement initiatives. This role plays a critical part in ensuring our vendor partners consistently deliver against service commitments while supporting an outstanding consumer experience.\nA Day in the Life of...\nLead Vendor Performance and Operational Governance\nManage the operational performance of 2-3 outsourced CES vendors supporting approximately 80-200 FTE across multiple markets.\nFacilitate daily operational reviews, weekly business reviews, monthly governance meetings, and quarterly strategic performance sessions.\nMonitor service levels, quality, productivity, customer experience metrics, and contractual obligations.\nPartner with vendor leadership teams to ensure operational commitments and performance targets are consistently achieved.\nDrive Performance Improvement and Service Recovery\nAnalyze operational trends, identify performance gaps, and recommend corrective actions.\nLead recovery plans for service disruptions, SLA misses, consumer risks, or capacity constraints.\nConduct root cause analysis and challenge vendors to deliver sustainable improvement plans.\nDrive continuous improvement initiatives and validate business impact following implementation.\nOptimize Resources, Capacity, and Cost Efficiency\nCollaborate with market teams, workforce management, and vendor partners to evaluate staffing models and capacity plans.\nReview utilization, productivity, shrinkage, overtime, and workforce allocation to optimize operational performance.\nIdentify opportunities to improve efficiency, reduce costs, and enhance service delivery.\nSupport operational planning for new initiatives, projects, and service transformations.\nManage Stakeholders and Strategic Vendor Relationships\nServe as the primary operational liaison between markets, internal functions, and vendor leadership teams.\nProvide operational insights and recommendations to support sourcing strategies, vendor reviews, renewals, and change requests.\nDevelop performance scorecards and benchmarking reports across multiple vendors.\nCommunicate operational risks, opportunities, and improvement actions to key stakeholders and leadership teams.\nStrengthen Risk Management and Compliance\nEnsure vendors maintain compliance with operational controls, privacy requirements, business continuity plans, and escalation processes.\nMonitor risk registers and support mitigation plans for identified operational risks.\nDrive governance processes that support compliance, transparency, and business resilience.\nPartner with cross-functional teams including Procurement, Finance, HR, IT, Legal, and Quality functions to ensure operational effectiveness.\nWhat Will Make You Successful\nBachelor's degree in Business, Operations, Industrial Engineering, Analytics, Marketing, or a related field.\nAt least 7 years of experience in contact center operations, consumer engagement services, customer experience, BPO, shared services, or service operations.\nMinimum of 3 years of experience managing outsourced vendors, managed services, or multi-site operations.\nProven experience leading vendor performance governance in complex, multi-market environments.\nStrong knowledge of operational KPIs, SLAs, workforce planning, productivity management, root cause analysis, and service recovery.\nExperience managing large-scale operations with exposure to teams of at least 50 FTE or equivalent operational complexity.\nStrong stakeholder management, influencing, negotiation, and communication skills.\nAdvanced analytical skills with the ability to translate data into actionable business recommendations.\nProficiency in Excel, PowerPoint, and reporting tools such as Power BI and contact center reporting platforms.\nExperience in supplier management, outsourcing governance, Lean Six Sigma, COPC, ITIL, PMP, or related methodologies is an advantage.\nContinuous improvement mindset with the ability to drive operational excellence and consumer-centric outcomes in a global 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