RaaS Vendor Operations Lead — Escalations & Scope

Mainstay; United States; On-site; USD 60,000 - 86,000; Full time

Job summary

Mainstay is seeking a Vendor Operations Specialist to own vendor and agent communications in our Renovation as a Service (RaaS) program. You will keep work orders moving from assignment through completion across Slack, Helpscout, Airtable and SiteCapture, handling routine questions and SLAs.

You will be the first contact for vendor escalations and blockers such as access, utilities and security, ensure data hygiene across systems, and coordinate with the Head of Partnerships & Field Operations

Qualifications

• Experience communicating with vendors and inspectors via phone.
• Ability to manage high-volume, high-velocity work orders across multiple platforms.
• Proficient in using Airtable, Slack, Helpscout, SiteCapture and related SOPs.
• Strong problem-solving to triage vendor situations in real time.
• Excellent written communication across Slack, email, and Helpscout.
• Ability to meet SLAs and follow SOPs.

Responsibilities

• Vendor Communication — Route and answer routine vendor/agent questions, including bid timelines, on-site requests, status updates, ECD confirmations, scope clarifications and invoice requests.
• Escalation Management — Be the first contact for vendor escalations, blockers like access/utilities/security; alert Head of Partnerships & Field Operations as needed.
• Helpscout Inbox Management — Manage RaaS inbox, confirm receipt, check scope status, monitor vendor questions within SLAs.
• Scopes of Work/Change Orders — Handle routine scope edits, primary contact for non-routine revisions, process approvals/denials.
• Data Hygiene — Ensure accuracy of required fields in work orders across lifecycle; follow up on stalled/missing data.
• Process Adherence — Operate within SOPs and escalate blockers to stakeholders.

Skills

Phone-Fluent

Detail-Oriented

Strong Written Communication

Technical Proficiency

Problem-Solving

Adaptability

Service Orientation

Tools

Airtable

Slack

Helpscout

SiteCapture

Job description

Mainstay is seeking a Vendor Operations Specialist to own vendor and agent communications in our Renovation as a Service (RaaS) program. You will keep work orders moving from assignment through completion across Slack, Helpscout, Airtable and SiteCapture, handling routine questions and SLAs.

You will be the first contact for vendor escalations and blockers such as access, utilities and security, ensure data hygiene across systems, and coordinate with the Head of Partnerships & Field Operations