Associate Manager of Vendor Management - Remote

Overview

The Marketplace Quality team is responsible for identifying, investigating, and mitigating negative behavior which affects overall delivery quality. The team conducts investigations, adjudications, and deep-dive analysis on a variety of quality concerns for our community, including but not limited to: dasher identity verification, contract violations, never delivered, and offline instances of fraud. The goal of the Marketplace Quality team is to enforce quality standards on the platform to ensure our consumers, dashers, and merchants have a high-quality and safe experience.

In Short

• Oversee and manage vendor operations, focusing on production, quality, and efficiency.
• Help monitor SLA adherence and investigate and mitigate misses and headwinds.
• Coordinate with internal teams to support our BPO teams and resolve inefficiencies in manual review operations.
• Collaborate with our workforce management team to ensure appropriate staffing for core tasks.
• Work with Strategy and Operations, and Workforce Management partners to prepare for scale-ups/downs in manual review volume as needed.
• Help conduct regular site visits to our vendor's offices, ensuring alignment with our operational standards and practices.
• Help uncover process and product inefficiencies, and work with relevant teams to drive improvements.
• Leverage data-driven insights to identify areas for improvement and effectively communicate findings to senior leadership.

Requirements

• You have 2-4 years of experience in a vendor-facing role, ideally within operations.
• You have a proven track record of leading teams and improving operational processes.
• You are data-driven, with a strong ability to use data to narrate and influence decision-making.
• You have experience presenting data-driven insights to leadership teams.
• You have relevant experience in trust and safety, and are familiar with handling Personally Identifiable Information (PII), fraud, risk, or identity verification processes.
• You are willing to travel to vendor sites as required and have a hands-on approach to vendor management.
• You have experience onboarding vendors to support operations initiatives.

Benefits

• Comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.