Vendor Onboarding Manager

Overview

C&W Services is seeking a dynamic and results-oriented Vendor Onboarding Manager to lead and develop a high-volume outbound vendor onboarding team. This role is primarily a people-leadership position, responsible for coaching, motivating, and holding accountable a team of 6–10 Vendor Onboarding Specialists who spend the majority of their day on outbound phone calls persuading vendors to join our program and complete required compliance documentation.

The Vendor Onboarding Manager plays a critical role in building an effective, engaged, and high-performing team through strong coaching, performance management, and cross-functional collaboration. This position may also support additional business-related functions as directed by Senior Management. In addition to team leadership, this role oversees the end-to-end process of evaluating, approving, and integrating new suppliers into the C&W Services Vendor System.

The Manager ensures that all vendors meet compliance, quality, HSSE, and operational requirements while delivering a smooth onboarding experience that supports business continuity and strategic sourcing goals.

• People Leadership & Team Management:
  Lead, coach, and develop a team of 6–10 Vendor Onboarding Specialists in a metrics-driven, outbound calling environment.
• People Leadership & Team Management:
  Conduct regular one-on-one meetings focused on performance, skill development, engagement, and growth.
• People Leadership & Team Management:
  Build a positive, motivating team culture that balances encouragement with clear expectations and accountability.
• People Leadership & Team Management:
  Recognize strong performance and reinforce desired behaviors through consistent feedback and recognition.
• People Leadership & Team Management:
  Support hiring, onboarding, and ramping of new team members.
• People Leadership & Team Management:
  Regularly assess team capability and capacity, making thoughtful recommendations to ensure the team remains effective and well-balanced.
• Performance Management &
  
  Coaching:
  
  Own day-to-day performance management for the team, including call volume, conversion rates, and onboarding speed.
• Performance Management &
  
  Coaching:
  
  Review recorded calls using the 8x8 voice system to provide coaching, quality assurance, and training.
• Performance Management &
  
  Coaching:
  
  Deliver timely, actionable feedback to improve persuasion skills, objection handling, and follow-through.
• Performance Management &
  
  Coaching:
  
  Partner with underperforming team members to create clear improvement plans and track progress.
• Cross-Functional Collaboration:
  
  Act as a key liaison between the Vendor Onboarding team and other C&W Services stakeholders.
• Cross-Functional Collaboration:
  
  Ensure accurate and timely handoff of completed vendor onboarding packages to downstream teams.
• Cross-Functional Collaboration:
  
  Promote clear communication and information flow to support operational readiness.
• Cross-Functional Collaboration:
  
  Escalate risks, bottlenecks, or recurring issues that impact onboarding timelines or quality.
• Process & Team Development:
  Analyze performance trends and identify opportunities to improve team effectiveness and onboarding speed.
• Process & Team Development:
  Partner with leadership to refine outreach approaches, scripts, training materials, and workflows.
• Process & Team Development:
  Support continuous improvement through standardized best practices and consistent reporting.
• Data, Reporting & Continuous Improvement:
  Track onboarding metrics (cycle time, compliance completion, vendor satisfaction) and report insights to leadership.
• Data, Reporting & Continuous Improvement:
  Identify process gaps and implement improvements to increase efficiency and reduce risk.

• Ability to speak, read, and write English fluently.
• Strong people-management skills.
• 5–7 years of experience managing teams in phone-based, performance-driven environments such as inside sales, call centers, account development, vendor recruitment, or dispatch operations.
• Proven experience leading hourly or early-career professionals with clear daily and weekly performance expectations.
• Strong coaching skills, including…