The Vendor Relations Manager is tasked with overseeing a national network of direct-to-consumer service providers and leading a team of Area Vendor Relations Representatives and support staff. The team is expected to uphold network standards, meet quality measures, and continually develop the network. The manager is responsible for meeting productivity targets and quality performance indicators on a regular basis.

• Cultivate and manage relationships with contractors in various trades including plumbing, HVAC, water heater, pool repair, and appliance repair.
• Ensure vendors are well-versed in FNHW service standards.
• Maintain relationships with current vendors, providing ongoing communication and training as needed.
• Lead a team of 10 including regional vendor representatives and support staff.
• Engage with customers and vendors on escalations and conflict resolution on a timely manner and as needed.
• Set performance goals and foster staff development.
• Review team metrics including productivity and quality indicators.
• Ensure monthly and quarterly targets are met.
• Drive efficiency to ensure operational targets are achieved.
• Evaluate metrics and targets to ensure appropriate measurements and indicators are used to assess operational performance.
• Generate department reports and track budget.
• Compile internal management reports as required.
• Ensure service providers comply with FNHW business requirements and DOI regulations.
• Complete all company-required training.
• Travel requirements - 10% or less.

• High School diploma or GED.
• BS or BA degree desired.

• Understand various home warranty products and the warranty industry.
• Have working knowledge of home systems & appliances.
• Possess excellent negotiation skills.
• Exhibit strong people management and communication skills.
• Maintain composure and professionalism under pressure.
• Ability to coach and give direction.
• Ability to resolve conflict.
• Proficient in Microsoft Office Suite.
• 5 years experience in the home warranty, trades, or construction industries.
• 5 years supervisory experience.
• Experience with operational metrics and proven ability to meet metrics.
• Computer skills including data entry and any ERP system.
• Personal commitment to punctuality and attendance.
• Excellent customer service skills, including phone and written communication.
• Detail-oriented and organized.
• Project Management experience.
• Self-starter with the ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Data-driven business acumen.