Vendor Manager, Operational Vendor Support

About Our Client

The organization operates in the hospitality and community hosting industry, connecting millions of hosts and guests worldwide through a global platform for unique stays and experiences. It addresses the demand for authentic, community-based travel by supporting a large network of hosts and guest arrivals across numerous countries. The organization emphasizes strong community connections, operational excellence, and reliable support for its global network.

About the Opportunity

The Vendor Manager, Operational Vendor Support oversees the performance and management of third-party partners that provide critical operational services. This role ensures vendors meet service, quality, financial, and contractual expectations while addressing operational risks and complex issues. The position plays an important role in maintaining strong vendor performance and delivering positive experiences for hosts and guests.

Responsibilities

• Manage the day-to-day performance of an assigned vendor portfolio in alignment with team strategy and business objectives.
• Lead vendor performance forums to analyze data, identify operational issues, and implement improvement plans.
• Serve as an escalation point for complex or high-risk vendor issues and facilitate timely resolution.
• Design, prioritize, and maintain metrics and performance frameworks to monitor vendor effectiveness.
• Resolve operational challenges and make informed trade-off decisions using established frameworks and business priorities.
• Oversee vendor invoicing and financial governance processes to ensure accuracy and contractual compliance.
• Lead quality assurance and calibration programs to improve vendor performance and consistency.
• Mentor less experienced vendor managers and lead vendor management projects.
• Collaborate with Legal, Sourcing, Finance, and other stakeholders to improve contracts, processes, and vendor operations.
• Contribute to team culture, onboarding, and organizational change management initiatives.

Requirements

• Minimum 6 years of experience in vendor management, claims adjusting, outsourcing management, or a related field.
• Proven ability to independently manage complex operational vendor relationships and executive-level stakeholders.
• Strong analytical skills with proficiency in Excel, Google Sheets, SQL, or business intelligence tools.
• Excellent negotiation, communication, and stakeholder management skills.
• Strong knowledge of service-level agreement (SLA) frameworks, budgeting, and contract management.
• Expertise in quality management, process improvement, and change management.
• Understanding of competitive vendor and outsourcing markets.
• Experience mentoring colleagues and leading projects with manageable levels of operational risk.