Associate Manager, Vendor Operations

Description

Hi, We’re AppFolio

We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

AppFolio’s Vendor Management Organization (VMO) cultivates exceptional third-party vendor partner relationships and enables operational efficiency to support innovative growth at AppFolio. The VMO serves as the primary function within the company focused on delivering scalable customer support and back-office solutions through traditional BPO engagements, as well as providing consultative expertise to improve process excellence of internal and outsourced operations.

The Associate Manager, Vendor Operations will serve as the bridge between AppFolio stakeholders and vendor teams and programs, driving day-to-day operational performance in line with AppFolio business goals. Balancing measurable performance with BPO industry expertise, the Associate Manager, Vendor Operations leads with innovation, embraces challenges and opportunities alike, champions tireless excellence through data-driven insights, builds trusted relationships, fosters open communication, and works creatively to propel both AppFolio and vendors toward shared success.

Your impact

• Manage day-to-day performance of established BPO engagements.
• Participate in weekly, monthly, and quarterly performance reviews with vendors to discuss achievements, challenges, and goal alignment.
• Monitor, enhance, and report on vendor performance metrics based on each workflow’s established Statement of Work.
• Maintain a consistent line of communication with vendor partners to effectively convey requirements and feedback aligned with AppFolio's BPO strategic objectives.
• Collaborate with internal cross-functional partners to effectively implement and execute the necessary requirements for all workflows under management.
• Resolve vendor-related issues efficiently and ensure that customer and/or stakeholder escalations are managed effectively to minimize disruptions. Swiftly escalate challenges and obstacles to ensure timely resolution and smooth operations.
• Complete onboarding and offboarding tasks for all new and departing vendor agents, ensuring appropriate permissions and systems access in line with their approved scope of work.
• Maintain accurate documentation of vendor communications, agreements, and performance metrics.
  
  
  

Qualifications

• 8+ years of experience in a BPO/call center/high volume customer support environment or related field.
• 5+ years experience in operations management in a BPO / call center / high volume customer support environment or related field.
• Experience with customer service software and tools, such as CRM systems, helpdesk software, and analytics platforms. (ex. Salesforce, Intercom, Tableau, etc.)
  
  
  

Must Have

• Strong analytical mindset, with demonstrated experience translating data insights into actions to drive results towards operational KPIs.
• Knowledgeable in industry / Services / SaaS / BPO best practices, policies, trends, and relevant technology.
• Excellent project management, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills, with the ability to build trust and maintain effective relationships with vendors and internal stakeholders.
• Available to travel internationally 2-3 times per year for vendor engagements and training.
  
  
  

Compensation & Benefits

The base salary that we reasonably expect to pay for this role is: $72,000-$90,0000

The actual base salary for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.