Sr. Vendor Management Operations Specialist

AppFolio; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

Join a leading company as a Sr. Vendor Management Operations Specialist where you will drive day-to-day excellence across vendor workflows. Key responsibilities include monitoring performance, ensuring compliance, and facilitating onboarding while leveraging your analytical mindset to drive improvements in operations.

Qualifications

• 4+ years in BPO, shared services, or customer operations.
• 2+ years supporting outsourced workflows.
• Experience with SLAs, KPIs, and workflow management.

Responsibilities

• Own operational performance and monitor vendor performance.
• Ensure adherence to SLAs and compliance requirements.
• Facilitate onboarding and maintain workflow documentation.

Skills

Analytical mindset

Data insights

Communication skills

Interpersonal skills

Tools

Salesforce

Zendesk

Job description

Join to apply for the Sr. Vendor Management Operations Specialist role at AppFolio

The Sr. VMO Specialist will drive day-to-day excellence across assigned vendor workflows by owning operational delivery, maintaining documentation integrity, and acting as the trusted point of contact for vendor partners. Ensure stability, clarity, and continuous improvement through proactive issue resolution and cross-functional collaboration.

Your impact

• Own operational performance of existing workflows, serving as the primary point of accountability for steady-state delivery.
• Monitor and report on vendor performance using predefined KPIs and success metrics. Proactively identify trends, issues, and opportunities for incremental improvements.
• Ensure adherence to workflow SLAs, compliance requirements, and contract terms through regular review and auditing of reports, dashboards, and callouts.
• Act as the first point of contact for workflow escalations, resolving issues directly or escalating as needed.
• Prepare for and contribute to Business Reviews (WBRs, MBRs, QBRs) by owning workflow-specific reporting, insights, and follow-ups.
• Maintain all workflow documentation and internal process documentation, including SOPs, case routing, permission sets, and access logs.
• Facilitate onboarding and access provisioning for new vendor team members, and support resolution of access-related or technical issues in partnership with VMO Leads as needed.
• Track and maintain issue logs, coaching notes, and vendor feedback for assigned workflows.
• Partner with QA and Training to deliver insights and support vendor coaching plans.
• Communicate stakeholder updates, priorities, and messaging to vendor teams in a timely and clear manner, ensuring alignment and reducing miscommunication.
• Collaborate with the VMO Leads to implement continuous improvement initiatives within the guardrails of existing processes.

Qualifications

• 4+ years of experience in a BPO, shared services, or customer operations role.
• 2+ years supporting outsourced workflows or vendor teams.
• Hands-on experience with SLAs, KPIs, and workflow management.
• Proficient in CRM and helpdesk systems (e.g., Salesforce, Zendesk) and comfortable navigating dashboards or QA tools to monitor vendor performance.
• Experience in documentation, SOP maintenance, and onboarding support.
• Familiarity with vendor governance, escalation handling, and access provisioning.

Must have

• Strong analytical mindset, with demonstrated experience translating data insights into actions to drive results towards operational KPIs.
• Knowledgeable in industry / Services / SaaS / BPO best practices, policies, trends, and relevant technology.
• Exceptional communication and interpersonal skills, with the ability to build trust and maintain effective relationships with vendors and internal stakeholders.
• Available to travel internationally 2-3 times per year for vendor engagements and training.