Vendor Manager I
About The Position
We’re a driven, fun, and detail-oriented Vendor Management Team dedicated to strengthening Turo’s global support partnerships. We work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional peers to ensure our support vendors consistently deliver world-class customer and host experiences across all service channels. We believe that true success comes from collaboration and continuous improvement. By building strong, transparent relationships with our BPO partners, we ensure that operational excellence and customer satisfaction are not only goals but shared commitments. Your role will go beyond monitoring performance—you’ll dive deep into data, uncover root causes, and create actionable insights that elevate the quality, consistency, and efficiency of our end-to-end support operations. You’ll play a critical role in managing Turo’s partner-delivered support operations across voice, chat, email, and back-office workflows. Primary responsibilities include driving performance, strengthening partner relationships, and collaborating with cross-functional stakeholders.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent work experience demonstrating comparable capabilities.
- 5+ years of progressive experience in vendor management, client services, BPO leadership, or global support operations.
- Deep understanding of multi-channel BPO support environments—including SLAs, QA frameworks, handle-time management, staffing models, and performance optimization.
- Demonstrated success improving operational KPIs such as CSAT, productivity, first-contact resolution, QA compliance, and backlog health.
- Experience developing and executing strategic business plans, negotiating contracts, and aligning vendor operations with organizational goals.
- Proficient in Microsoft Office and Google Workspace, with strong analytical and spreadsheet skills and the ability to convert insights into compelling presentations and action-oriented recommendations.
Nice To Haves
- Strong understanding of workforce management principles (forecasting, staffing, shrinkage, interval performance).
Responsibilities
- Manage Strategic Partnerships: Develop and sustain partner relationships, create joint business plans, and resolve complex issues while acting as a key representative across internal and external stakeholders.
- Drive Performance and Compliance: Leverage data and analytical judgment to monitor vendor performance, audit operations for compliance, and drive continuous improvement to enhance service quality and efficiency.
- Champion the Customer Experience: Advocate for a seamless customer experience by gathering partner insights and guiding communication to ensure high-quality and timely responses.
Benefits
- Competitive salary, equity, benefits, and perks for all full-time employees
- Employer-paid medical, dental, and vision insurance (Country specific)
- Retirement employer match
- Learning & Development stipend to invest in your professional development
- Turo host matching program
- Turo travel credit
- Cell phone and internet stipend
- Paid time off to relax and recharge
- Paid holidays, volunteer time off, and parental leave
- For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
