Position Description:
Are you being referred by a ONE Gas employee? If so, reach out to that connection and ask about the employee referral program. They can send you a link to apply directly so they can receive credit!
Job Posting End Date: February 13, 2026
Applicants must be authorized to work in the United States. ONE Gas does not provide immigration-related sponsorship for this role. This includes direct company sponsorship, entry of ONE Gas as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).
What You Will Do
- Responsible for effective relationships, performance, contracts, and coaching for all ONE Gas Customer Service vendors.
- Partners with Customer Service leadership to implements and lead vendor quality assurance structure and strategy.
- Utilizes data and vendor trends to drive improvement and best practices.
- Establishes and maintains Customer Service vendor quality assurance structure, as well as policies, procedures, and best practices related to vendor relations.
- Ensures effective and quality performance for all ONE Gas Customer Service vendors.
- Enforces contract terms and partners with Vendor Management leadership on areas of improvement.
- Interprets and communicates contract terms and conditions to Customer Service leadership to assist with call volume forecasting.
- Identifies, analyzes, and creates solutions for vendor issues.
- In collaboration with Technical Training, ensures procedural updates and training content is built and communicated to contractors.
- Analyzes and identifies topics of training needs based off of error trends and metrics.
- Prepares for and participates in reoccurring vendor meetings to ensure understanding of contract terms and conditions and to provide feedback during meetings on performance metrics.
- Executes business continuity plans for vendor services to maintain customer coverage and business compliance.
- Provides analyses, data, information, and consultation regarding business needs during vendor selection processes.
- Regular and reliable attendance is required in performance of job.
- Employee may be required to perform additional duties as assigned.
What You Will Need
- Preferred Bachelor's Degree Bachelor's degree in business administration or a related field, or an equivalent combination of formal education and job-related experience
- Experience with best practices related to customer service and vendor relations.
- Demonstrated ability to understand and enforce contract terms.
- Experience with data analytics and trend analysis.
- Demonstrated ability to present information clearly to internal and external stakeholders.
- Demonstrated experience with establishing a quality assurance structure.
- Experience analyzing, compiling, calculating, and/or preparing data.
- Experience in use and function of Microsoft suite, including Excel, Access, Word and PowerPoint.
- Demonstrated ability implementing procedures consistent with established strategies.
- Ability to identify and utilize key performance indicators.
- Ability to communicate and/or exchange information verbally; conduct oral presentations.
- Visual requirement sufficient to perform job duties.
Diversity at ONE Gas
Inclusion & Diversity is so important to us that we made it one of our core values, values that guide and direct our actions as we go about our daily business. We know that every employee makes a difference and contributes to our success through their unique talents and abilities. We also acknowledge that we can accomplish great things by listening and learning from each other.
ONE Gas has great benefits! Here are just a few:
- Medical/Dental/Vision packages that fit your family's needs.
- Paid Time Off
- 401K that is 100% matched up to 6%.
- Profit Sharing Plan
- Paid Parental Leave
- Basic and Optional Employee Term Life Insurance
- Education Assistance and Tuition Reimbursement
The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.
ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.
