Vendor Performance Manager
Performance Management & Reporting KPI & SLA Oversight:
• Own the end-to-end performance of key operational vendors, developing, tracking, and reporting on critical metrics related to quality, efficiency, compliance, and cost.
• Data Analysis: Conduct deep-dive analysis on vendor data to identify root causes of performance gaps, service failures, and emerging trends. Translate complex data into actionable insights for both internal stakeholders and vendor leadership.
• Operational Process Optimization: Maximize CRM effectiveness by streamlining workflows, optimizing reporting, and ensuring data accuracy to significantly boost internal operational efficiency.
• Establish Scalable Infrastructure: Proactively architect scalable operations for all new initiatives and pilots. Partner with planning teams to ensure vendor capacity is fully aligned with short-term and long-term business forecasts.
• Business Reviews: Lead and facilitate business reviews with vendor partners, driving accountability and documenting clear action plans for improvement and growth.
• Forecasting & Capacity: Partner with internal planning teams to ensure vendor capacity aligns with short-term and long-term business forecasts.
Strategic Partnerships & Improvement
• Continuous Improvement: Identify, scope, and lead process improvement projects with vendors, focusing on enhancing quality, reducing operational friction, and improving the overall host/guest experience.
• Contract Adherence: Ensure vendors strictly comply with all contractual agreements, security requirements, and policy updates.
• Risk Mitigation: Proactively identify and mitigate operational and compliance risks within the vendor ecosystem.
• Internal Stakeholder Management
• Serve as the operational liaison between vendors and internal teams (e.g., Product, Policy, Legal, Training, Finance).
• Synthesize vendor feedback and performance to inform product development and policy decisions for the Co-hosting platform.
• Provide regular updates to senior leadership on vendor performance and impact.
Qualifications
• 7+ years of professional experience, with at least 5 years focused on vendor management, supplier relationship management, or outsourced operations performance in a high-volume, global environment.
• Strong Analytical Skills: Proven ability to analyze large datasets, synthesize performance trends, and use data tools (e.g., Excel, Google Sheets, SQL proficiency strongly preferred) to drive decisions.
• Technology & CRM Proficiency: Deep working knowledge of CRM systems (especially Salesforce) and sales enablement tools (MixMax, Gong) to optimize sales processes and operational efficiency.
• Operational Excellence: Deep understanding of contact center operations, quality assurance methodologies, and process improvement frameworks (e.g., Lean, Six Sigma).
• Communication & Influence: Exceptional written and verbal communication skills, with the ability to present complex information clearly and influence stakeholders at all levels, both internally and externally.
• Project Management: Experience managing complex operational projects with clear timelines, deliverables, and cross-functional dependencies.
Preferred (Great to Have)
• Experience in the Tech, Travel, or Gig/Sharing Economy sectors.
• Familiarity with two-sided marketplace dynamics and the complexities of host/guest support.
• Experience launching new programs or standing up operations with a vendor from scratch.
Key Details
• Contract Duration: 14 months, with the possibility of extension
• Location: Remote (*EST preference due to the vendor having locations in EMEA & Dallas)
• Work Schedule: Full-time, 40 hours per week, Monday-Friday
• Pay Rate Range: $85 - $95 per hour, depending on experience
• Benefits: Medical, dental, vision and 401K
Apply Now
Apply Now
• Own the end-to-end performance of key operational vendors, developing, tracking, and reporting on critical metrics related to quality, efficiency, compliance, and cost.
• Data Analysis: Conduct deep-dive analysis on vendor data to identify root causes of performance gaps, service failures, and emerging trends. Translate complex data into actionable insights for both internal stakeholders and vendor leadership.
• Operational Process Optimization: Maximize CRM effectiveness by streamlining workflows, optimizing reporting, and ensuring data accuracy to significantly boost internal operational efficiency.
• Establish Scalable Infrastructure: Proactively architect scalable operations for all new initiatives and pilots. Partner with planning teams to ensure vendor capacity is fully aligned with short-term and long-term business forecasts.
• Business Reviews: Lead and facilitate business reviews with vendor partners, driving accountability and documenting clear action plans for improvement and growth.
• Forecasting & Capacity: Partner with internal planning teams to ensure vendor capacity aligns with short-term and long-term business forecasts.
Strategic Partnerships & Improvement
• Continuous Improvement: Identify, scope, and lead process improvement projects with vendors, focusing on enhancing quality, reducing operational friction, and improving the overall host/guest experience.
• Contract Adherence: Ensure vendors strictly comply with all contractual agreements, security requirements, and policy updates.
• Risk Mitigation: Proactively identify and mitigate operational and compliance risks within the vendor ecosystem.
• Internal Stakeholder Management
• Serve as the operational liaison between vendors and internal teams (e.g., Product, Policy, Legal, Training, Finance).
• Synthesize vendor feedback and performance to inform product development and policy decisions for the Co-hosting platform.
• Provide regular updates to senior leadership on vendor performance and impact.
Qualifications
• 7+ years of professional experience, with at least 5 years focused on vendor management, supplier relationship management, or outsourced operations performance in a high-volume, global environment.
• Strong Analytical Skills: Proven ability to analyze large datasets, synthesize performance trends, and use data tools (e.g., Excel, Google Sheets, SQL proficiency strongly preferred) to drive decisions.
• Technology & CRM Proficiency: Deep working knowledge of CRM systems (especially Salesforce) and sales enablement tools (MixMax, Gong) to optimize sales processes and operational efficiency.
• Operational Excellence: Deep understanding of contact center operations, quality assurance methodologies, and process improvement frameworks (e.g., Lean, Six Sigma).
• Communication & Influence: Exceptional written and verbal communication skills, with the ability to present complex information clearly and influence stakeholders at all levels, both internally and externally.
• Project Management: Experience managing complex operational projects with clear timelines, deliverables, and cross-functional dependencies.
Preferred (Great to Have)
• Experience in the Tech, Travel, or Gig/Sharing Economy sectors.
• Familiarity with two-sided marketplace dynamics and the complexities of host/guest support.
• Experience launching new programs or standing up operations with a vendor from scratch.
Key Details
• Contract Duration: 14 months, with the possibility of extension
• Location: Remote (*EST preference due to the vendor having locations in EMEA & Dallas)
• Work Schedule: Full-time, 40 hours per week, Monday-Friday
• Pay Rate Range: $85 - $95 per hour, depending on experience
• Benefits: Medical, dental, vision and 401K
Apply Now
Apply Now