Vendor Field Response Manager

Role Overview

• Serve as the primary point of contact for vendor-related performance and service concerns
• Monitor vendor adherence to service expectations
• Reinforce accountability for missed stops, delays, and service failures through structured follow-up
• Lead vendor-side response to incidents, ensuring appropriate investigation and resolution
• Coordinate with internal teams to gather details on incidents and achieve resolution
• Escalate high-risk or repeat issues to VP, Vendor Strategy & Services
• Thoroughly document incidents to support compliance requirements, stakeholder updates, and potential contractual enforcement actions
• Conduct in-field audits focused on vendor readiness, driver compliance, and vehicle standards
• Validate that vendors are operating in alignment with contractual and regulatory expectations
• Surface risks and compliance gaps for escalation and resolution
• Identify recurring vendor performance issues and patterns
• Provide frontline insights to inform performance management decisions
• Support enforcement of corrective actions defined by leadership
• Partner with Operations to align on service issues and resolution paths
• Collaborate with Compliance & Performance Manager to ensure consistency in standards and enforcement

Requirements

• Bachelor's degree preferred; high school diploma or equivalent required
• 3–5+ years of experience in transportation, logistics, field operations, or similar environment
• Required: experience working with vendors, drivers, or service providers in a fast-paced environment
• Preferred: direct field-based experience responding to real-time issues or incidents
• Preferred: experience conducting inspections, audits, or on-site validations
• Ability to document incidents clearly and accurately in real time
• Familiarity with GPS tracking systems or operational tools (preferred)
• Proficiency in Google Workspace or similar tools
• Ability to interpret service expectations and identify gaps in execution
• Strong situational awareness and decision-making in dynamic environments
• Motivated by improving outcomes for schools and families and contributing to a meaningful, service-oriented mission
• Takes full ownership of accounts and follows through on issues end-to-end, prioritizing effectively to drive outcomes
• Maintains professionalism, care, and accountability in all interactions, including challenging situations
• Strong attention to detail and ability to manage complex systems, data, and processes
• Anticipates needs, prioritizes what matters most, and drives thoughtful decisions around service design, routing, and account performance
• Builds trust with a wide range of stakeholders and leads conversations with clarity and confidence
• Clear, direct, and responsive across internal teams and school partners
• Comfortable operating in a fast-moving, ambiguous environment
• Works effectively across teams to drive outcomes

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance