Responsibilities
- 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
- Action-oriented and detail-driven
- Comfortable managing real-time challenges as they arise
- Ability to navigate dynamic, time-sensitive situations
- Strong organizational and responsive skills in a fast-moving operational environment
- Consistent field presence balanced with day-to-day operational oversight
- Active engagement both on-site at vendor locations, schools, and along routes and behind the scenes managing incident follow-up, reviewing reports and footage, and coordinating with internal teams and vendor partners
- Ability to identify risks as they emerge and reinforce expectations directly with vendor partners
Work Arrangement
Hybrid
Team
Structure: The Vendor Management function operates as an integrated system, with distinct but complementary roles across vendor sourcing, compliance, field response, and strategic oversight.
