Vendor Operations Specialist

Mainstay Labs Inc.

3d

About The Position

The Vendor Operations Specialist supports Mainstay’s Renovation as a Service (RaaS) operations and is the day-to-day owner of vendor and agent communications. The role keeps work orders moving from assignment through completion across Slack, Helpscout, Airtable, and SiteCapture. It handles routine vendor and agent questions, manages the RaaS inbox within established service-level agreements, and administers scope edits, partial approvals, and change orders.

The specialist is the first point of contact for vendor escalations and on-site blockers such as access, utilities, and security. The role maintains accurate Airtable records and follows up on stalled or incomplete work orders so required information and next steps are not missed. Vendor reassignment or performance intervention is escalated to the Head of Partnerships & Field Operations.

Requirements

• Ability to multitask and prioritize across high-volume, high-velocity work without letting exceptions slip through.
• Ability to balance company priorities and positions while advocating for vendors when appropriate.
• Comfort working throughout the day in software systems.
• Confidence handling inbound and outbound calls with vendors and inspectors.
• Strong organization and attention to detail to track concurrent work orders across multiple platforms.
• Clear, concise, and professional written communication in Slack, email, and Helpscout; comfort using, customizing, and improving templated messages.
• Technical proficiency and ability to learn and operate multiple software platforms and adopt new tools and SOPs quickly.
• Problem-solving and resourcefulness to triage ambiguous vendor situations, identify next steps, and involve the appropriate stakeholder when needed.
• Adaptability in a fast-paced operations environment where workflows, templates, and SOPs are evolving.
• Service orientation and responsiveness, professionalism, and reliability toward internal stakeholders and external vendors.

Nice To Haves

• Three or more years managing contractors or vendors in residential renovation, property management, single-family rental, or real estate operations.
• Ability to review a scope, bid, and before-and-after photos to assess whether they describe the same job and whether the price is fair.
• Prior experience with Airtable, Slack, SiteCapture, and Helpscout.
• Experience working with institutional single-family rental clients.
• Experience building or running SOPs, playbooks, or vendor scorecards.
• Uses AI tools and automations day to day and can specify a rule for one.

Responsibilities

• Monitor internal and external communication channels and route communications between Mainstay stakeholders and vendors.
• Handle routine vendor and agent questions about bid timelines, on-site requests, status updates, estimated completion date confirmations, scope clarifications, and invoice requests.
• Serve as the first point of contact for vendor escalations, including access, utilities, and security blockers, and for routine internal issues; alert the Head of Partnerships & Field Operations when reassignment or intervention is needed.
• Manage the RaaS inbox, confirm vendors receive and accept new assignments, send scope-status check-ins, monitor incoming questions and issues, and respond within established SLAs.
• Move information between Slack and Helpscout to keep stakeholders and vendors aligned.
• Manage routine scope edit requests from internal stakeholders and customers; serve as the primary point of contact for non-routine vendor revisions; process partial approvals and change order approvals or denials.
• Maintain accurate and complete required fields throughout the work order lifecycle and proactively follow up on stalled work or missing critical data.
• Follow established SOPs and promptly escalate exceptions or blockers to Mainstay stakeholders.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed