Head of Service Provider/Vendor Network

Florida 75 Vineyards Blvd 4th Floor Naples, FL 34119, USA Florida 75 Vineyards Blvd 4th Floor Naples, FL 34119, USA NEST is the pioneer of the Integrated Facilities Management (IFM) industry. Since 1994, we’ve embarked on a journey with our clients to bring true cost savings with industry-leading technology and operational excellence—all while maintaining your brand image. Finding an IFM partner that understands your business is key to the success of any multi-site organization and NEST has the experience to prove it. Role Overview The Director will be responsible for maintaining the infrastructure of the NEST ISP Relations team and for the overall management of the Operational departments within the NEST and NEST of Florida office. The fundamental objectives of this position include ensuring that the ISP Relations department has fully vetted compliant service providers in all areas of the country, ensuring the gross profit margins are within NEST guidelines and are in line company profit model, and enhancing and developing the existing Independent Service Providers, (also referred to as “ISP” in this Job Description). This position is responsible for the overall development and implementation of viable processes and to create structure and support these initiatives, enabling NEST’s Executive Management to measure the results. This position will understand general business practices, have solid financial literacy, excellent people, communications and computer skills. All NEST and NEST of Florida associates is required to meet expectations for attendance and punctuality, deal honestly and fairly with co-workers, management, and the general public, promote a positive work environment, and to operate efficiently within their roles. Each associate is expected to work to meet or exceed all departmental goals and deadlines and to maintain professional internal and external relationships that meeting company core values, while delivering exceptional customer satisfaction overall. Reporting directly to the Chief Financial Officer, the Director of ISP Relations will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST Team Members, NEST of Florida Team Members, 20 Digits Technology team members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages. We’re seeking a Director of ISP Relationswho demonstrates strong communication skills, attention to detail, the ability to multi-task and prioritize their work, understand financial concepts and be able to work in a high-paced environment. Role Specifics More specifically, your key job tasks will be to: Creating a positive brand image and promotion of NEST International to the Independent Service Provider (ISP) community by effectively conveying the benefits and terms of working with NEST as an ISP Responsible for full direction of the operations of the Department and the ISP Relations areas of responsibility including all personnel in the company of NEST and NEST of Florida - Sr Managers, Managers, Supervisors, Specialists and Associates. Directs and guides all supervisory employees working within the newly awarded and reactive work orders and sees coverage through from inception to completion. Works closely with the Executive team to ensure our short and long-term goals are being achieved through high-level support. This position is often privy to confidential information and as such, requires diplomacy and discretion. Continually seeks to provide more efficient ways to handle workflow and effectively brings opportunities and potential resolutions to Executive Management team for discussion. Responsible for development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance. Holds all team members accountable for meeting personal and department-wide goals and deadlines using company metrics. Directs and oversees the ISP Management - Ensures all ISP’s are compliant, cooperative, profitable, and willing to work with NEST. Educates service providers on compliance documents required to work with NEST (contract, insurance). Ensures NEST service providers are compliant in all insurances, contracts and policies relevant to ISP Connect, IVR, the Service provider Portal, and all technology provided to ISP’s. Executes proactive and reactive ISP new hiring process by onboarding new Service Providers to work with NEST in certain coverage areas throughout the US with minimal support from Management. Identifies ISP’s requiring coaching, handles basic situations, and handles any escalate situations. Proficient with ISP Portal (troubleshooting goes to ISP Comp). Effectively convey the benefits and terms of working with NEST as a service provider. Interacts frequently with NEST providers and discuss the business relationship being held between the two parties (ISP Relations). Ensures successful completion of high visibility, and/or problematic work orders and resolves escalated issues. Responsible for negotiating service provider’s pricing and improve gross profit. Assists with new programs and project rollouts pertaining to our clients’ services. Refers & educates service providers about the service provider portal where payment status of work orders can be obtained. Reviews and addresses Service provider Compliancy Reports. Ensures company initiatives are achieved including proactive provider assignment Negotiate terms and conditions of contracts, pricing, and service level agreements with vendors to ensure favorable terms for the organization. Monitor vendor performance through key performance indicators (KPIs) and performance metrics. Address any issues or concerns with vendors to ensure quality and timely delivery of goods and services. Responsible for ensuring department contacts providers for low priority workorders. Discusses primary assignment, auto dispatch, and dispatches workorder. Full understanding of NEST’s reactive hiring grids in detail and able to complete appropriately to staff. Responsible for all departmental reporting and sharing results with direct reports. Sets departmental procedures, provides direction and feedback to support the process. Works with the management team proactively and reactively on issues and assist in problem-solving and execution, both critical to the success of the business. Maximizes profit and return on invested capital by accomplishing objectives; serving customers; maintaining the company's stability; ensuring growth. Fully understands and implements NEST values: Responsibility to our clients, to each other and to our providers. Delivers exceptional customer service satisfaction, Client correspondence and Conference Call Participation. Maintains client satisfaction by responding to problems quickly through investigation and resolution. Develops and executes departmental Key Performance Indicators (KPI’s) and quality standards enforces and monitors with team. Demonstrates high level of phone, email/writing skills including professionalism, spelling and grammar, and tone usage. Takes initiative to cross-train oneself within the department and provide back-up coverage for team members. Participates as an "On the Floor Trainer" for new hires and internal cross training. Acts as a mentor to staff, and a “Subject Matter Expert” (SME). Promote diversity and inclusion in vendor selection and management practices. Work towards increasing opportunities for minority-owned and women-owned businesses. Supervisory Responsibilities Directly supervises a two or more supervisory employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, resolving problems and processing payroll. Education and/or Experience High school diploma or GED. Minimum of 7 years of NEST experience or equivalent supervisory management experience in a similar or related field. Success Factors NEST is a competency-focused organization, and the exemplary candidate for this role will encompass the following core competencies: Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how a job relates to others; uses resources effectively. Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date. Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values. Personal Appearance - Dresses appropriately for position; keeps self well groomed. Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. All employees must successfully complete a pre-employment skills assessment, a background check and drug screening prior to the start of their employment. This is a Hybrid position to either Fort Myers/Naples, FL or Sewell, NJ however will consider those remote if it's the right fit. Salary commensurate with job experience. NEST is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. Qualifications Skills Behaviors Preferred Thought Provoking Thought Provoking : Capable of making others think deeply on a subject Team Player Team Player : Works well as a member of a group Loyal Loyal : Shows firm and constant support to a cause Leader Leader : Inspires teammates to follow them Innovative : Consistently introduces new ideas and demonstrates original thinking Enthusiastic : Shows intense and eager enjoyment and interest Detail Oriented Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well Dedicated Dedicated : Devoted to a task or purpose with loyalty or integrity : Motivations Preferred Self-Starter : Inspired to perform without outside help Peer Recognition : Inspired to perform well by the praise of coworkers Goal Completion Goal Completion : Inspired to perform well by the completion of tasks Financial : Inspired to perform well by monetary reimbursement Ability to Make an Impact Ability to Make an Impact : Inspired to perform well by the ability to contribute to the success of a project or the organization #J-18808-Ljbffr