Senior Vendor Management Specialist

Role Overview

• Collaborates with Vendor Management to own the development, execution, compliance, maintenance and oversight of assigned Vendor Partners in our Property Claims vendor network.
• Monitors performance and compliance of approved vendors to ensure the highest quality outcomes and compliance to KPI/SLA are being met. This includes performance audits, estimate reviews, qualifications monitoring (licensing, insurance, ensure good standing, financial, criminal background checks, monitoring online reviews and social media), and dispute resolutions.
• Develop and provide performance scorecards and performance reporting as well as recommendations to Vendor Management and Claims Leaders on network enhancements and strategic improvements.
• Designs and maintains analytic frameworks and KPI/SLA thresholds for assigned vendor portfolios, segments performance by region and vendor cohort, and presents insights and recommendations to leadership in a clear, actionable format.
• Work to enhance technology and innovation to develop and implement data driven tools to monitor KPI/SLA tracking.
• Conduct market research to identify potential new vendors and products that will enhance the claims organization.
• Assists in sourcing and vetting alternative Vendor Partners who could provide accuracy, cost, and/or service improvements to the network.
• Monitor trends and industry transformation to ensure we have the most up-to-date and high-quality vendor network.
• Acts as a product champion for vendor-related tools and AI capabilities (e.g., Xactanalysis, reporting platforms, Glean, Copilot), gathering user feedback, partnering with technology teams on enhancements, and supporting UAT and rollout to the broader organization.
• Assist Vendor Manager with managing vendor risk.
• Manage invoice processing and assist other teams as necessary when required for integration/enhancements.
• Compare and evaluate competing vendor products in the market.
• Supports identification, registration, prioritization and resolution of vendor risk and incident items.
• Will lead complex vendor risk and incident items, including root-cause analysis, development of formal remediation plans, and recommendations for contract modification, escalation, or exit where appropriate.
• Provide results reporting along with action plans for vendor performance improvement to the Claims organization.
• Be able to seamlessly transition between various methods of inspection, including physical, video, or photo, to perform field and virtual inspections related to vendor performance management or dispute resolution. (company car provided) This will involve travelling to our customers’ homes or to Vendor corporate locations to conduct on-site inspections.
• Perform vendor meetings to discuss performance standards and strategic initiatives on monthly/quarterly cadence as needed.
• Leads strategic business reviews with key vendor partners, including presentation of scorecards, identification of trend-level opportunities and risks, and agreement on structured action plans and follow-up timelines.
• Execute special projects in support of department goals and initiatives. Contribute, plan, and coordinate tasks. Owns and leads special initiatives and pilots (e.g., new service lines, revised SLAs, new technology or reporting capabilities) from concept through post-implementation review, including measurement of impact on cost, quality, and customer experience. Other functions may be assigned.

Requirements

• Bachelor’s Degree or equivalent combination of education and/or experience
• Valid driver’s license is required.
• Ability to obtain state specific or service specific property claims licensing, as required.
• Must successfully participate and complete formal property claims training program that may take place in person, virtually, or a combination of both.
• Have prior experience using estimating software like Xactimate.
• Are known for clear and professional communication, both written and verbal.
• 5+ years of successful Property Claims leadership, quality assurance, and/or vendor management experience.
• Experience in a related field: property claims experience, customer service environment, construction, restoration, mitigation.
• Demonstrated experience leading vendor portfolio strategy, complex vendor escalations, and/or analytics-driven performance improvement initiatives.
• Technical ability to assess vendor performance and make recommendations leading to a strong vendor relationship.Property vendor experience preferred.
• Exceptional verbal and written communication skills including the ability to amicably resolving customer concerns.
• Possess the ability to work independently with limited or no supervision over daily activities required to successfully manage workload.
• Ability to review and interpret vendor contractual agreements.
• Strong negotiation and conflict-resolution skills, including leading complex, multi-party dispute resolution and vendor remediation efforts.

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more