Job Description

Title: Vendor Management Associate V

Location: NYC, NY or Austin, TX (Remote)

Duration: 12 months

Description:

• The Vendor Manager will oversee large-scale vendor operations supporting Client's Developer Ecosystem Success: Integrity team.
• This role is responsible for managing outsourced support teams, ensuring operational excellence, and driving performance against key SLAs such as CSAT and other scaled KPIs.
• The ideal candidate is a seasoned operations professional with expertise in contract management, back office support ticket processes, opex and budget tracking, and capacity planning.
• Fluency in handling large data sets, cost modeling, and forecasting is essential. Experience participating in and supporting RFP processes is a significant plus.

Job Responsibilities:

• Vendor Operations Oversight: Manage a set of vendor agents, ensuring operations meet SLAs (CSAT, KPIs) and deliver high-quality support at scale.
• Contract & Budget Management: Oversee contract execution, opex and budget tracking, and capacity planning for vendor teams.
• Back Office Support: Lead and optimize back office support ticket processes, ensuring timely resolution and operational efficiency.
• Data Analysis & Forecasting: Analyze large data sets to inform cost modeling, forecasting, and operational improvements.
• RFP Participation: Support and participate in RFP processes for vendor selection and management.
• Resource Provisioning: Ensure all external resources are appropriately provisioned on Client internal systems in compliance with company policy.
• Vendor Communication: Own communication with a diverse network of vendor companies, fostering strong partnerships.
• Workflow Optimization: Review, prioritize, and track progress of issues affecting vendor operations; provide optimal solutions.
• Cross-Functional Collaboration: Support cross-functional teams (Program Management, Engineering, etc.) to ensure requirements are implemented and processes are well understood.
• Tooling & Automation: Work with tooling teams to define platform designs and automation for vendor management.
• Process Improvement: Continuously improve and optimize internal and external processes and workflows.

Skills & Qualifications:

• 7-15 years of experience in vendor operations
• Expert organization, planning, and prioritization skills
• Strong problem-solving abilities
• Experience in contract management, opex/budget tracking, and capacity planning
• Experience managing large-scale vendor operations and outsourced support teams
• Fluency in handling large data sets, cost modeling, and forecasting
• Experience with back office support ticket processes
• Excellent verbal and written communication skills
• Ability to work under pressure and manage multiple projects in a fast-paced environment
• Experience participating in/supporting RFPs is a plus
• Bachelor’s degree in a relevant field or equivalent experience

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