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Associate Manager, Vendor Operations Specialist

2 months ago

Santa Barbara, California, United States AppFolio, Inc Full time

About the Role

The Associate Manager, Vendor Operations will serve as the bridge between AppFolio stakeholders and vendor teams and programs, driving day-to-day operational performance in line with AppFolio business goals.

Key Responsibilities

  • Manage day-to-day performance of established BPO engagements.
  • Participate in regular performance reviews with vendors to discuss achievements, challenges, and goal alignment.
  • Monitor, enhance, and report on vendor performance metrics based on each workflow's established Statement of Work.
  • Maintain a consistent line of communication with vendor partners to effectively convey requirements and feedback aligned with AppFolio's BPO strategic objectives.
  • Collaborate with internal cross-functional partners to effectively implement and execute the necessary requirements for all workflows under management.
  • Resolve vendor-related issues efficiently and ensure that customer and/or stakeholder escalations are managed effectively to minimize disruptions.
  • Complete onboarding and offboarding tasks for all new and departing vendor agents, ensuring appropriate permissions and systems access in line with their approved scope of work.
  • Maintain accurate documentation of vendor communications, agreements, and performance metrics.

Requirements

  • 8+ years of experience in a BPO/call center/high volume customer support environment or related field.
  • 5+ years experience in operations management in a BPO / call center / high volume customer support environment or related field.
  • Experience with customer service software and tools, such as CRM systems, helpdesk software, and analytics platforms.

Must-Haves

  • Strong analytical mindset, with demonstrated experience translating data insights into actions to drive results towards operational KPIs.
  • Knowledgeable in industry / Services / SaaS / BPO best practices, policies, trends, and relevant technology.
  • Excellent project management, problem-solving, and decision-making skills.
  • Exceptional communication and interpersonal skills, with the ability to build trust and maintain effective relationships with vendors and internal stakeholders.
  • Available to travel internationally 2-3 times per year for vendor engagements and training.