Guest Relations Vendor Manager

Casey's•Ankeny, IA

1d•$64,500 - $84,600•Onsite

About The Position

At Casey's, guest experiences matter. Join us as the Guest Relations Vendor Manager and use your leadership, meaningful insights, and strong partnerships to create exceptional guest experiences and make a positive impact every day. In this role, you're accountable for the day-to-day governance and oversight of Casey’s outsourced Guest Relations service. The Guest Relations Vendor Manager serves as the primary business relationship owner for the third-party provider, ensuring service delivery protects Casey’s brand, meets contractual commitments, and provides a consistent, efficient, and guest-centered experience. This role oversees vendor performance and guest satisfaction, drives continuous improvement, and serves as the internal escalation point for complex, sensitive, or high-risk guest issues requiring Casey’s expertise or cross-functional decisions.

Requirements

Bachelor’s degree in business, operations, customer experience, hospitality, communications, finance, supply chain, or a related field, or equivalent work-related experience.
At least five years of experience in customer or guest relations, contact center operations, vendor management, service delivery, procurement, or a related field.
Experience managing third-party service providers, including service-level agreements (SLAs), performance metrics, budgets, contracts, and escalated customer issues.
Demonstrated ability to analyze operational data, KPIs, and guest feedback to identify trends, resolve service challenges, and enhance the overall guest experience.
Strong relationship management and vendor governance skills, with the ability to build collaborative partnerships, negotiate effectively, resolve conflicts, and hold external providers accountable for results.
Excellent interpersonal, written, verbal, presentation, facilitation, and executive communication skills.
Strong financial acumen, including forecasting, invoice validation, and budget management.
Sound judgment and effective decision-making in complex, ambiguous, sensitive, or high-impact situations.
Working knowledge of contact center operations, omnichannel customer service, workforce management, quality assurance, case management, and customer satisfaction measurement.
Proven ability to influence and collaborate with internal stakeholders and external partners without direct authority.

Nice To Haves

Experience in retail, convenience, hospitality, or another high-volume, consumer-facing environment.
Salesforce Service Cloud experience.

Responsibilities

Own the end-to-end relationship with the Guest Relations vendor, serving as Casey’s primary contact for service delivery, performance management, governance, issue resolution, and alignment.
Establish, monitor and evaluate service-level agreements (SLAs) and key performance indicators (KPIs), including responsiveness, resolution time, quality, productivity, guest satisfaction, case backlog, abandonment rates, and first-contact resolution.
Develop and maintain vendor performance scorecards and dashboards; analyze trends, root causes, and give guest feedback to identify opportunities and drive actionable improvement plans.
Lead weekly operational reviews and periodic business reviews with vendor partners and internal stakeholders. Communicate performance results, risks, financial impacts, improvement initiatives, and key decisions to leadership.
Manage the annual vendor budget and forecast, including invoice validation, contract spend monitoring, variance analysis, and partnership with Finance and Procurement to ensure financial stewardship and cost optimization.
Administer operational aspects of vendor contracts, including scope management, service levels, change requests, renewals, service credits, and documentation. Partner with Procurement, Legal, Finance, Risk, Information Security, and Compliance as needed.
Serve as the escalation point for complex guest issues, emerging incidents, fraud or payment-related matters, policy exceptions, reputational risks, and matters outside the vendor’s authority. Coordinate timely resolution and executive communication when appropriate.
Establish and maintain decision-making frameworks, escalation paths, quality standards, and knowledge requirements that enable efficient resolution of guest concerns protecting guest trust and Casey’s brand.
Oversee quality assurance, calibration processes, training effectiveness, knowledge management, workforce readiness, business continuity planning, and operational transitions impacting service delivery. Drive continuous improvement by identifying recurring guest pain points, process efficiencies, automation opportunities, and policy gaps. Develop business cases and partner with across functions to implement sustainable solutions.
Monitor vendor compliance with contractual obligations, Casey’s standards, data privacy requirements and applicable controls. Develop corrective action plans and ensure timely remediation of identified issues.
Perform other duties as assigned.