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Salary: USD 80,000 - 100,000 / annual
Turo is the world's largest car-sharing marketplace, connecting hosts and renters across the US, UK, Canada, Australia, and France. The Vendor Management team is seeking a Vendor Manager I to oversee and strengthen relationships with business process outsourcing (BPO) partners across multiple operational functions.
You will manage strategic partnerships with vendors across Tier 1, Tier 2, Verifications, Claims, and Trust & Safety operations. Your core responsibilities include developing and sustaining strong vendor relationships, creating joint business plans, and resolving complex operational issues while serving as a key liaison between internal stakeholders and external partners.
Key responsibilities:
- Monitor vendor performance using data and analytical judgment; audit operations for compliance and drive continuous improvement initiatives
- Oversee vendor performance across Tier 1, Tier 2, Verifications, Claims, and Trust & Safety, ensuring partners meet established SLAs and service levels
- Analyze vendor performance metrics, identify root causes and trends, and develop actionable recommendations to improve operational performance and customer experience
- Champion the customer experience by gathering partner insights and guiding communication to ensure high-quality, timely responses
- Collaborate with cross-functional teams (designers, researchers, data analysts, product managers, engineers) to align BPO vendor operations with broader business objectives
- Develop and execute strategic business plans and negotiate contracts with vendors
The role is hybrid, requiring in-office presence three days per week (Mondays, Wednesdays, Thursdays) in Phoenix.
REQUIREMENTS:
- 5+ years of progressive experience in vendor management, client services, BPO leadership, or related field
- Experience managing BPO or outsourced operations across customer support, Tier 1, Tier 2, Verifications, Claims, Trust & Safety, or similar operational functions
- Strong understanding of vendor operations, including SLAs, performance management, quality, operational compliance, and partner accountability
- Demonstrated experience developing and executing strategic business plans, negotiating contracts, and aligning BPO vendor operations with organizational goals
- Strong analytical skills with ability to identify trends, uncover root causes, and translate complex data into actionable recommendations
- Experience using operational KPIs and vendor performance metrics to guide strategic decisions and improve service quality
- Proficiency with Microsoft Office and Google Workspace, including advanced spreadsheet skills for data analysis
- Ability to transform complex insights into clear, compelling presentations and reports that drive decision-making
BONUS QUALIFICATIONS:
- Bachelor's degree in Business Administration, Operations Management, or related field (or equivalent practical experience)
- Experience with business intelligence and reporting platforms such as Domo, Tableau, or similar tools to build dashboards and analyze performance
