Vendor Manager

About the team

We’re a driven, fun, and detail-oriented Vendor Management team dedicated to strengthening Turo’s vendor partners across Tier 1, Tier 2, Verifications, Claims, and Trust & Safety. We work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional partners to ensure our vendor operations consistently deliver world-class customer and host experiences. We believe true success comes from collaboration and continuous improvement.

By building strong, transparent relationships with our partners, we ensure operational excellence and customer satisfaction are not only goals, but shared commitments.

In this role, you’ll play a critical role in managing Turo’s vendor operations across Tier 1, Tier 2, Verifications, Claims, and Trust & Safety. Your responsibilities will go beyond monitoring performance. You’ll dive deep into data, uncover root causes, create actionable insights, build strong partner relationships, and collaborate with stakeholders to continuously improve vendor performance and the customer experience.

• Manage strategic partnerships by developing and sustaining strong vendor relationships, creating joint business plans, and resolving complex issues while acting as a key representative across internal and external stakeholders.
• Drive performance and compliance by leveraging data and analytical judgment to monitor vendor performance, audit operations for compliance, and drive continuous improvement to enhance service quality and efficiency.
• Oversee vendor performance across Tier 1, Tier 2, Verifications, Claims, and Trust & Safety, ensuring partners meet established performance expectations and service levels.
• Champion the customer experience by gathering partner insights and guiding communication to ensure high-quality and timely responses.
• Analyze vendor performance metrics, identify root causes and trends, and develop actionable recommendations to improve operational performance and the customer experience.
• Collaborate with cross-functional stakeholders to align BPO vendor operations with Turo’s broader business objectives.

• 5+ years of progressive experience in vendor management, client services, BPO leadership, or a 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 the 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 if you have Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent practical experience.
• Experience using business intelligence and reporting platforms such as Domo, Tableau, or similar tools to build dashboards, analyze performance, and translate data into actionable insights that drive operational improvements.

For this role, the target base salary range in Phoenix is $80,000 - $100,000 annually. This role is also eligible for equity and benefits.

Turo highly values having…