Support Vendor Manager
Remote • San Francisco • FullTime
Posted 1mo ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
As a Support Vendor Manager, you will own the health, performance, and long-term scalability of multiple support partner and vendor relationships. This is a vendor leadership role focused on driving commercial and operational accountability, while also building the operating model that enables support to scale without linear headcount growth. You will collaborate closely with User Operations teams, Systems/Tooling, Data partners, and Product/PM stakeholders as we launch new workflows and scale new programs. This role is based in San Francisco, CA, and utilizes a hybrid work model with 3 days in the office per week. Occasional travel may be required.
Responsibilities
- Provide end-to-end vendor leadership, including day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors.
- Define and manage SLA/KPI performance expectations, conduct performance reviews, identify gaps, and drive remediation plans.
- Serve as the primary escalation point for vendor issues, including incident response, surge events, and risk management.
- Partner on contract levers, staffing commitments, service scope changes, and ensure governance mechanisms produce measurable outcomes.
- Produce clear reporting on vendor health, capacity risk, and scaling constraints, translating operational signals into leadership recommendations.
Requirements
- 5+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment.
- Proven ability to manage vendor governance, including QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
- Awareness of and experience with workforce planning approaches (forecasting, capacity models, staffing strategies).
- Strong analytical and operational rigor, with the ability to use data to drive outcomes.
- Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud).
- Strong communication skills and executive presence to align stakeholders and drive accountability.
- Comfort operating in fast-paced, ambiguous environments and building structure.
Benefits
- Hybrid work model (3 days in office per week)
- Relocation assistance for new employees