The Role

As our Partner & Performance Lead, you own the relationship with our external customer service partner, including the contractual and operational side. Reporting to our Care Lead, you make sure the partnership actually delivers: on quality, on efficiency, and on customer experience. You won’t just track numbers: you turn insights into decisions, decisions into actions, and actions into results. And you don’t back away from the difficult conversations to get there. In short: you make our service quality excellent, our processes and collaboration run smoothly, and our partner feel like part of the Viking clan.

Sounds like a blast?

Great. So, your main responsibilities would be to…

Own the Partner Relationship & Performance

- Own the contract: manage the contractual dimension of the partnership: SLA commitments, financial follow-up, and contract changes as our business evolves, and lead these discussions with confidence. When performance slips, you’re the one who calls it, escalates it, and decides what happens next.
- Own the relationship: be the primary point of contact for our external partner, fostering a transparent and strong partnership built on trust and mutual accountability.
- Be the bridge: represent our partner’s reality and voice internally, while championing our standards, vision, and culture towards the partner.
- Steer the rhythm: lead daily check-ins, weekly syncs, and monthly business reviews to monitor key metrics (Quality, Efficiency, Productivity, CSAT, SLA adherence).
- Turn data into action: monitor service KPIs, identify trends, and translate them into concrete improvement plans, together with our partner, and following through until they land.
- Stay close: visit our partner sites in Ghent and Meknes, Morocco (roughly quarterly)



to keep alignment and personal connections strong.

Elevate Internal Performance

- Challenge the status quo: track operational trends and constructively challenge our First Line, Workforce Management, and Operational Excellence leads to sharpen processes and service levels.
- Align priorities: ensure targets, forecasts, staffing, and operational goals are fully synced between teams.
- Close the loop: own escalations and recurring issues end-to-end, leaving no gaps in our processes.
- Feed the improvement cycle: turn operational signals into real improvements in our tools, content, and workflows together with your colleagues.
- Harmonize the customer journey: collaborate cross-functionally to make internal handovers completely seamless for customers.: work across teams so the customer never notices where internal handovers happen.

Because you’re the one...

- Who has solid experience in Customer Operations, BPO/Vendor Management, or Performance Management, including the contractual side of a partnership.
- Who has a strong analytical mindset: you speak “data” fluently and know how to turn a spreadsheet into a decision.
- Who gets things done: you love a good analysis, but you’re at your best turning it into a finished result.
- Who communicates with impact and builds trust: you challenge constructively, combine rigor with empathy,



and bring both internal teams and external partners along.
- Who is comfortable owning work that sits between teams, where support isn’t guaranteed — and getting it done anyway.
- Who calls the partner about a problem before the partner calls you.
- Who never brings a problem without a proposal, and has already thought about what it will cost and who has to agree.
- Who diplomatically delivers the messages nobody wants to hear — on both sides of the contract — and keeps things moving forward anyway.
- Who masters Dutch, English, and French well enough to switch between them without breaking a sweat.
- Who, after reading all this, says: “This is it!“

In return, you get...

- A diversified job with real responsibility and full ownership of a partnership spanning 70 agents across two sites and handles the majority of all customer contact. The contract, the performance, and the relationship are yours.
- The possibility to make a difference while rocking an empowering role! At Mobile Vikings, we work hard, but the right to disconnect is equally important.
- The chance to work in a cool office at least 2 days a week. Imagine walking into a space thoughtfully designed with modern aesthetics and vibrant colors — our offices are an extension of our culture.
- The best colleagues from around the world. We are a diverse group, and while our company language is English, we also speak in puns and memes ;-).
- Let’s not forget the delicious coffee accompanied by the (more than) occasional snacks.

Is this all you ever hoped for?

Then don’t waste time and apply! Send us an email at [email protected] with:

- A letter of motivation.
- Your CV.

Let’s do this!

📌 Partner & performance lead (España)
🏢 Mobile Vikings
📍 España