Manager Area Vendor

Job Summary

The Area Vendor Manager is a district-level leadership role responsible for day-to-day oversight, relationship management, and operational performance of third-party field service vendors within an assigned market. This role is highly execution-focused, combining on-site engagement with rigorous KPI monitoring to ensure Optimum’s standards for service quality and customer experience are consistently met.

Responsibilities

• Vendor Engagement & Market Oversight
• Serve as the day-to-day point of contact for vendor leadership (Area Manager level) and field teams within the market.
• Conduct routine site visits, workforce engagement sessions, and operational walk-throughs.
• Drive adherence to Optimum standards for service delivery and quality.
• Performance Management
• Monitor and analyze market-level KPIs: schedule attainment, install/repair SLAs, first-time fix, repeat rates, completion rates, on-time arrival, tNPS.
• Identify performance gaps; implement corrective actions in collaboration with vendor leadership.
• Support execution of quarterly audits, inspections, and quality programs led by the Vendor Management Director.
• Escalation & Issue Resolution
• Act as the first escalation point for service anomalies, customer-impacting issues, and operational disruptions.
• Ensure timely root-cause analysis and resolution; communicate outcomes to the Vendor Management Director.
• Cross-Functional Coordination
• Partner with Optimum internal teams (Dispatch, OSP, Sales) to anticipate impacts and maintain operational readiness.
• Support local readiness for launches, seasonal demand, and construction tie-ins.

Qualifications

• 7+ years in field operations, vendor management, or service delivery within telecom/cable/ utilities or similar industries.
• Strong relationship-building skills; ability to influence vendor teams and drive accountability.
• Data-driven mindset; comfortable analyzing KPIs and implementing corrective actions.
• High travel cadence within assigned market; strong on-site presence.
• Excellent communication and problem-solving skills.

Travel & Location

• Market-based; routine travel to vendor sites (estimated 50–70%).
• Ability to support surge events, launches, and escalations with flexible scheduling.