Facilities Dispatch and Vendor Performance Manager

Are you curious about solving complex business challenges for a leading convenience retailer?  Do you have a passion for cross functional collaboration?  Then you may be the perfect addition to our team! 

EG America is one of the fastest-growing convenience store retailers in the United States, committed to becoming America’s #1 ‘one-stop’ destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500 locations across the United States employing over 18,000 team members.  You can find us operating under the following store banners: Certified Oil, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.

What We Offer:

• Competitive Wages
• Work today, get paid tomorrow through our earned wage access program*
• Paid Time Off
• Medical/Health/Dental Coverage
• 401K with Company Match
• Team Member Discounts
• Tuition Reimbursement
• Employee Assistance Program
• Health Savings Account
• Company Spirit Days
• Employee recognition and awards
• And much more!

Position Summary:

The Facilities Dispatch and Vendor Performance Manager strategically manages and optimizes a network of aggregator vendors, ensuring cost saving and service level goals are met.    This role is responsible for vendor selection & work allocation to ensure that service operations meet quality and efficiency standards, aligning with overall facilities management objectives. This role will serve as a key liaison between internal teams and external vendors, driving continuous improvement and operational excellence.  Leading a team of dispatchers, this role will be responsible to develop and optimize dispatch SOP, utilizing technology to enhance real time performance tracking, reporting, and communication.

Responsibilities:

1.       Manage, working closely with procurement and senior management, the sourcing, negotiation, and onboarding of aggregator vendors including the continuous evaluation and strategic selection and work allocation.

2.       Develop and maintain strong relationships with vendors to facilitate communication, resolve issues, and foster continuous improvement

3.       Lead and mentor a team of dispatch coordinators, providing guidance on workflow prioritization, task allocation, and operational best practices to improve team performance.

4.       Build a dispatch SOP knowledgebase used to enable effective onboarding and support of dispatch teams.

5.       Identify opportunities to streamline processes, enhance service quality, and reduce costs.

6.       Develop, implement, and continuously improve standard operating procedures (SOPs) and performance metrics for internal dispatch teams.

7.       Use analytics/KPI to inform strategic decisions regarding aggregator vendor location/trade assignments to ensure optimal allocation of resources.

8.       Identify market trends, benchmark services against industry standards, and implement best practices

9.       Provide cross functional leadership, aligning vendor management strategy with broader organizational objectives, interfacing regularly with senior leadership, procurement, environmental/safety, and operations to ensure cost savings and service level goals are met.

10.    Own budget planning, forecasting, and variance analysis for aggregator vendor maintenance and services, with direct accountability for controlling expenses and optimizing cost savings.

Working Relationships:

Facilities teams – planned services, in-house maintenance, division maintenance managers, in house inventory, regional maintenance managers, etc. Procurement, Environmental/Safety, Construction

Minimum Education:

High School or GED

Preferred Education:

Bachelor’s degree in related field

Minimum Experience:

2 years of experience working within a facilities or operational management business. Previous supervisory experience.

Preferred Experience:

Minimum of 5 years in facilities management or a related operational role, with at least 2 years managing vendor relationships or dispatch operations. Proficiency in using facilities management software and data analytics tools. Proven track record in vendor performance monitoring and process improvement within a facilities or operations environment. 2 years of experience managing people, performance, and their results.

Licenses/Certifications:

N/A

Soft Skills:

• Strong leadership and team management abilities
• Strong communication, negotiation, and problem-solving skills
• Detail and process oriented
• Strong Analytical mindset with proficiency in creating reports

Other Requirements:

Travel: 5%, This role will be based at the SSC (office setting) with visits to stores as needed to assess vendor performance.  Occasional travel to stores or vendor sites may be required.

Hours & Conditions: Monday – Friday 8-5

 Physical Requirements: Ability to maneuver and regularly lift and or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 40 pounds. Ability to stand/walk 8 hours a day; reach overhead, bend, squat, twist, reach, grasp and grip and work in cooler (cold temperatures). The noise level in the work environment is usually moderate.

At EG America, it’s important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.