Accounts Payable Manager - Vendor Support

Key Responsibilities

• Team Leadership & Operations
• Coach, develop, and lead a team of AP Vendor Support associates and team leads
• Manage all incoming vendor and internal customer inquiries
• Oversee daily ticket queue operations, ensuring timely, accurate, and high-quality resolution in alignment with service level expectations
• Establish clear performance expectations, KPIs, and accountability measures to drive productivity, quality, and customer satisfaction
• Foster a customer-first culture focused on responsiveness, ownership, and continuous improvement
• Hire, train, and evaluate staff to ensure strong performance and career development
• Process Improvement & Customer Experience
• Analyze ticket trends and root causes to identify systemic issues and implement scalable process improvements
• Partner with cross-functional teams to resolve recurring vendor and internal customer concerns
• Develop and maintain standard operating procedures, training materials, and knowledge management resources to improve consistency and efficiency
• Monitor and report on key service metrics (e.g., resolution time, backlog, quality, customer satisfaction) and drive action plans to address gaps
• Accounts Payable Oversight
• Provide oversight of vendor inquiry resolution related to invoice processing, payments, discrepancies, and account status
• Ensure accurate and timely processing of accounts payable transactions, including full disbursement cycle support
• Support vendor dispute management and drive timely resolution of debit balances and discrepancies
• Oversee Vendor Master updates and ensure proper controls and timely processing
• Partner with accounting, treasury, tax, and IT teams to ensure alignment and issue resolution
• Controls, Compliance & Reporting
• Ensure adherence to company policies, internal controls, and SOX compliance requirements
• Support audits, regulatory requirements (e.g., 1099 reporting), and other compliance-related activities as needed
• Maintain a strong control environment within vendor support processes, including proper documentation and escalation protocols

Required Qualifications

• 5 years of large company, high volume Accounts Payable experience
• ERP experience
• 3 years Supervisory experience
• General ledger experience
• Ten Key by touch
• Proficient in Excel
• Must be a team player
• Strong communication, organizational, interpersonal, detail, and analytical skills