About the job
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.
Who we are looking for:
The AI Operations Vendor Operations Specialist will oversee the performance and outcomes for our outsourced (BPO) vendors as they support the Smart Maintenance and Lisa offerings, part of AppFolio’s AI-powered property management software suite.
The Vendor Operations Specialist will use a customer-first mindset to ensure that all customer interactions and outcomes are managed effectively and volume is supported by our BPO vendors. They will measure the vendor team’s performance against established key performance indicators (KPIs), coach vendor leadership, and inspect systems and processes to deliver exceptional operational performance.
What you’ll do:
The base salary that we reasonably expect to pay for this role is: $61,000 - $80,000
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.
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.
Who we are looking for:
The AI Operations Vendor Operations Specialist will oversee the performance and outcomes for our outsourced (BPO) vendors as they support the Smart Maintenance and Lisa offerings, part of AppFolio’s AI-powered property management software suite.
The Vendor Operations Specialist will use a customer-first mindset to ensure that all customer interactions and outcomes are managed effectively and volume is supported by our BPO vendors. They will measure the vendor team’s performance against established key performance indicators (KPIs), coach vendor leadership, and inspect systems and processes to deliver exceptional operational performance.
What you’ll do:
- Be accountable for the performance and day-to-day relationships of contact center teams at external vendor locations who support Lisa and Smart Maintenance product volume.
- Track and report on KPIs to AI Operations and AppFolio leadership, providing a snapshot of business performance and customer sentiment on a weekly, monthly, and quarterly basis.
- Oversee and review the systems and processes defined by the AI Operations Product Expert Team at BPO partner locations.
- Conduct frequent feedback and review sessions with vendor teams from leadership to front-line agents on what is happening within the transactions.
- Partner with the AI Ops Product Expert Team to use data-backed analysis to identify root cause issues, create action plans for internal process improvements, and suggest product enhancements to improve customer experience.
- Partner cross-functionally with AppFolio product and customer care teams to recommend and support changes that improve our customer experience.
- Monitor staffing and volume demand levels; proactively work with AI Operations Leadership to make adjustments.
- Demonstrate a customer focus and willingness to go above and beyond to ensure we are doing the right things for our business, customers, and teammates.
- Actively contribute and support when business volume exceeds standard service levels.
- A passion for process improvement and coaching.
- A desire to deliver the best customer experience and highest quality outcomes to our users.
- A willingness to master our products, systems and policies.
- A willingness to work flexible hours and be on-call based on business needs as our service centers operate 24/7, 365 days a year including holidays and weekends.
- Strong comprehension skills and the ability to clearly communicate both verbally and written.
- Experience analyzing and presenting data assessing business performance.
- Effective communication and presentation skills to multiple levels in the organization: internal and external.
- Ability to provide feedback and influence performance through indirect leadership.
- Ability to implement feedback from and deliver feedback to leadership.
- A keen attention to detail and maintaining a big-picture perspective.
- Familiarity with Google Suite products (Gmail, G-docs, G-sheets, etc.)
- Interest in working in a fast-growing environment, quickly grasping concepts, with the ability to manage and prioritize work with minimal supervision.
- A growth mindset including a keen focus on solutions when opportunities are discovered.
- Ability to travel domestically and internationally 15-20% of the time.
- 1-2 years formally or informally leading a team or developing others in a leadership capacity.
- 2-4 years of contact center, customer service, or technical support experience.
- 2 years experience working with outsourced vendors (BPOs) in any capacity.
- Nice to have: Working knowledge of AppFolio products/services
- Internal Applicants: Consistent performance reviews meeting or exceeding expectations
The base salary that we reasonably expect to pay for this role is: $61,000 - $80,000
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.