Remote Vendor Operations Manager – Field Quality & KPI

Fidium; Edina (MN); On-site; USD 69,000 - 105,000; Full time

Benefits offered by this job

401(k) matching

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Flexible spending account

Health savings account

Life insurance

Tuition reimbursement

Paid vacation and personal days

Paid holidays

Employee Assistance Program

Annual bonus program

Job summary

Fidium is seeking a Vendor Operations Manager to oversee quality and performance of vendor technicians, with responsibility for SOW compliance and invoice audits, across a downline of up to 150.

The role is remote eligible, with preference for candidates in select states; you will collaborate with contract managers, field supervisors, and owners to ensure on-time delivery and customer satisfaction.

Strong leadership, contract management, and field operations experience are essential.

Qualifications

• Experience coordinating vendor relationships and contract management.
• Ability to enforce SOW requirements and penalties.
• Strong planning and organizational skills.
• Leadership of large project teams and cross-functional programs.

Responsibilities

• Serve as the single point of contact for a vendor or vendors for any and all field related needs requiring an internal Fidium contact.
• Monitor and perform corrective actions for daily on-time arrivals, net promoter scores, suspended work, and overall dispatch status compliance.
• Manage all onboarding, offboarding, schedule changes, terminations, garage moves, and other vendor needs
• Partner with dispatch and regularly monitor garage order activity, release dates and sales to provide field resources where they need to be, when they need to be there
• Maintain open lines of communication with firms to discuss KPI's, PIP's, current roadblocks and success stories
• Oversee all damage complaints and escalations received from customer(s) and local foreman or customer service teams. This may include site inspections, home visits, or customer communications
• Perform Field Quality and Safety Inspections - in person inspections/post installation inspections to ensure quality control and customer satisfaction
• Perform post installation phone interviews - call customer to review experience
• Review and audit invoices to ensure accuracy with work performed and alignment with SOW
• Charge back vendors when quality or invoices do not match the agreed Statement of Work
• Review suspended jobs for validity, having accountability conversations with vendors when suspensions are not justified
• Serve as a point of contact (POC) on regular meetings held with all support groups including Local Foreman, IT, etc. Make sure all departments are aligned on policy and process, discuss ongoing issues, work together to rectify and discuss new ideas.

Skills

Vendor management

Project management

KPI monitoring

Quality control

Safety inspections

Contract management

Leadership

Team coordination

Job description

Fidium is seeking a Vendor Operations Manager to oversee quality and performance of vendor technicians, with responsibility for SOW compliance and invoice audits, across a downline of up to 150.

The role is remote eligible, with preference for candidates in select states; you will collaborate with contract managers, field supervisors, and owners to ensure on-time delivery and customer satisfaction.

Strong leadership, contract management, and field operations experience are essential.