Vendor Support Manager

Overview

The Vendor Support Manager is responsible for managing the lifecycle of assigned third-party vendor relationships, managing the franchise's applicant tracking software as its primary internal subject matter expert, and coordinates vendor participation in franchise system events and initiatives. The ideal candidate will be able to demonstrate:

• Exceptional written, verbal, presentation, and interpersonal communication skills.
• The ability to build productive professional relationships with franchise owners, vendors, and internal team members.
• Confidence communicating through in-person meetings and presentations, virtual meetings, webinars, phone calls, email, and other business interactions.
• The ability to learn new systems, technologies, and business processes in a timely manner.
• Strong organizational skills with the ability to prioritize and manage multiple concurrent responsibilities.
• A proactive approach to improving vendor partnerships, applicant tracking software utilization, business processes, and franchise owner resources.

Vendor Support Manager

$65K-$75K

Full Time

• Manage assigned third-party vendors throughout the vendor lifecycle, including evaluation, due diligence, onboarding, implementation, performance monitoring, renewals, remediation, and offboarding.
• Coordinate vendor onboarding and implementation activities with internal departments and vendor partners.
• Maintain vendor agreements, pricing schedules, documentation, insurance certificates, and related records.
• Monitor vendor performance, responsiveness, service quality, and franchise owner feedback.
• Facilitate regular communication with vendors regarding performance, service delivery, enhancements, and operational matters.
• Identify opportunities to improve vendor relationships, processes, documentation, and franchise owner resources.
• Assist with vendor evaluations and recommendations for new or existing partnerships.

• Serve as the primary administrator and primary internal resource for the franchisor-provided applicant tracking software.
• Coordinate platform implementation, user administration, vendor communication, issue resolution, and ongoing platform optimization.
• Develop and maintain training materials user guides, reference documents, templates, and education resources pertaining to the applicant tracking software.
• Deliver platform demonstrations, onboarding sessions, and user education related to the franchise's applicant tracking software.
• Respond to questions regarding platform functionality, workflows, reporting, integrations, job board features, and available resources.
• Share platform resources, feature updates, reference materials, and examples that support effective platform utilization.
• Coordinate with the platform provider regarding support requests, enhancements, product updates, and service issues.
• Identify opportunities to improve platform utilization and overall user experience.

• Build and maintain productive relationships with franchise owners, vendors, and internal departments.
• Provide timely, professional support regarding approved vendors, applicant management software, available resources, and operational processes.
• Collaborate with the Training Department to develop educational materials, standard operating procedures, guides, and reference resources that promote effective utilization of the applicant management software throughout the franchise system.
• Coordinate cross-functional initiatives involving assigned vendors and internal departments.
• Exercise sound judgment in identifying issues requiring leadership review, vendor escalation, and/or cross-department collaboration.
• Coordinate vendor participation for conferences, webinars, training events, and other franchise system initiatives as assigned.
• Serve as the primary point of contact for participating vendors before, during, and after system events.
• Support conference planning and vendor engagement activities as assigned.

• 3 or more years of progressive professional experience in…