Alicia Rinehart

Alicia Rinehart is a Director of Global Outsourcing and Senior Vendor Management and Operations Leader with nearly 30 years of experience in contact center leadership, outsourcing strategy, and global service delivery transformation. Her career has been built around driving change management initiatives, improving operational performance, and leading large-scale global service organizations through complex business transformations. She has held senior leadership roles supporting multinational enterprises, including serving as Director of Global Outsourcing at Yahoo, where she managed 12 global call centers, 2,200 employees, seven outsourcing vendors, and three internal vendor managers supporting 140 business units. One of her most distinguished career achievements was being selected as one of only three external managers hired in 55 years to support AAA Northern California’s emergency road service transformation initiative, where she helped consolidate 85 offices into four centralized call centers.

Throughout her career, Alicia has specialized in process analytics, operational redesign, vendor governance, and customer experience optimization while maintaining cost-effective business performance. She has managed vendor portfolios ranging from 137 to 150 partners at a time, prioritizing top-performing vendors that drive approximately 80% of business value while ensuring strict compliance with KPIs, SLAs, and regulatory standards. Her passion for operational excellence and strategic vendor collaboration was further demonstrated during her tenure with companies such as Lumens, where she worked cross-functionally across sales, logistics, merchandising, and customer service teams to strengthen operational performance, improve delivery accuracy, and enhance overall customer satisfaction. She began her career in insurance sales center management before transitioning into technology support operations during the early growth of personal computing with Computerland, where she developed strong foundations in workforce leadership, problem solving, and service innovation.

Alicia’s professional journey reflects resilience, adaptability, and a commitment to continuous improvement. Early career challenges, including multiple layoffs during the 1980s, ultimately became catalysts for advancement, reinforcing her belief that setbacks often create new opportunities for growth and success. She is deeply passionate about mentoring teams, building strong vendor partnerships, and creating high-performing operational environments that benefit both employees and organizations. A graduate of the University of Phoenix with a Bachelor of Science in Business Administration and Management, Alicia continues to leverage her global operations expertise to drive strategic transformation, operational efficiency, and sustainable business growth.

• University of Phoenix - BSBA

• Who's Who Historical Society for Professionals

• Civitan - Supporting Children with Special Needs