Vendor Manager

Summary

Join Extend, a company revolutionizing the post-purchase experience, as their Vendor Manager, Service Network. This role strategically oversees and operationally manages Extend's repair network of service partners and independent technicians across various product categories. The Vendor Manager will contribute to company objectives by effectively managing service network quality, cycle times, and cost severity. Responsibilities include developing and expanding the service network, managing relationships, conducting negotiations, and implementing business development strategies. The position requires expertise in third-party vendor management and experience in field service operations is desired. This is a fully remote position with occasional travel.

Requirements

• Bachelor’s degree or an equivalent combination of education and practical experience
• 5 – 7 years of direct supervisory or management experience in a related field
• Expertise in third-party network management is required
• Exceptional interpersonal, customer service, and negotiation skills
• Strong written and verbal communication skills
• Strong organizational and time management skills
• Proficiency in data analysis and reporting tools (e.g., Excel, PowerBI, Tableau)
• Results-oriented mindset with a focus on achieving and exceeding targets
• Problem-solving skills with a proactive approach to identifying and resolving issues
• Self-starter who is resourceful and comfortable building solutions from the ground up
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs

Responsibilities

• Lead, direct, and coordinate the daily operations of our repair network
• Ensure the achievement of company growth, customer satisfaction, and profitability objectives, with a specific focus on cost severity, cycle times, and service quality
• Define and execute a strategic vision for our service operations, continuously identifying opportunities to innovate and drive an industry-leading customer experience
• Strategically expand service network coverage to meet evolving service area and business demands
• Lead the identification, qualification, and onboarding of new service partners
• Conduct negotiations on pricing and partnership agreements, aligning with service needs and balancing profitability and performance targets
• Cultivate and maintain strong, collaborative relationships with service partners
• Act as the primary relationship manager, engaging with service partners on a regular cadence to address challenges, share insights, and drive mutual success
• Partner with service partners to identify and execute against opportunities to improve servicing outcomes
• Develop and manage a robust servicing scorecard, including the creation of key performance metrics (KPIs), trend analysis, and facilitation of regular business reviews
• Identify, design, and implement business strategies and solutions to improve operational processes and capabilities, while enhancing customer experience, quality, and managing costs

Preferred Qualifications

Experience in field service operations is desired

Benefits

• Fully remote position
• Competitive salary based on experience, with full medical and dental & vision benefits
• Stock in an early-stage startup growing quickly
• Generous, flexible paid time off policy
• 401(k) with Financial Guidance from Morgan Stanley