Vendor Manager, Service Network

Job Summary:

The Vendor Manager, Service Network is responsible for the strategic oversight and operational management of our repair network. Our repair network consists of service partners and independent technicians across several product categories, such as furniture, appliances, jewelry, consumer electronics, and more. The Vendor Manager will contribute to key company objectives such as growth, profitability, and customer satisfaction, through the effective management of our service network quality, cycle times, and cost severity. Responsibilities include developing and expanding the service network, managing service provider relationships, conducting vendor negotiations, and implementing business development strategies, all with a central emphasis on delivering superior customer service, quality, and cost. This role directly oversees service network day-to-day operations and strategic initiatives, utilizing skills in analytical problem-solving and process improvement to ensure delivery of department and company objectives. A comprehensive understanding of third party vendor management is required and experience in field service operations is desired.

Key Responsibilities:

• Strategic Leadership & Operations:
• Lead, direct, and coordinate the daily operations of our repair network
• Ensure the achievement of company growth, customer satisfaction, and profitability objectives, with a specific focus on cost severity, cycle times, and service quality
• Define and execute a strategic vision for our service operations, continuously identifying opportunities to innovate and drive an industry-leading customer experience
• Network Development:
• Strategically expand service network coverage to meet evolving service area and business demands
• Lead the identification, qualification, and onboarding of new service partners
• Conduct negotiations on pricing and partnership agreements, aligning with service needs and balancing profitability and performance targets
• Network Management
• Cultivate and maintain strong, collaborative relationships with service partners 
• Act as the primary relationship manager, engaging with service partners on a regular cadence to address challenges, share insights, and drive mutual success
• Partner with service partners to identify and execute against opportunities to improve servicing outcomes
• Reporting and Performance Management
• Develop and manage a robust servicing scorecard, including the creation of key performance metrics (KPIs), trend analysis, and facilitation of regular business reviews
• Identify, design, and implement business strategies and solutions to improve operational processes and capabilities, while enhancing customer experience, quality, and managing costs 

Qualifications:

• Bachelor’s degree or an equivalent combination of education and practical experience.
• 5 – 7 years of direct supervisory or management experience in a related field.
• Expertise in third-party network management is required.
• Exceptional interpersonal, customer service, and negotiation skills.
• Strong written and verbal communication skills.