Associate Manager, Vendor Operations

Hi, We’re AppFolio We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating. AppFolio’s Vendor Management Organization (VMO) cultivates exceptional third-party vendor partner relationships and enables operational efficiency to support innovative growth at AppFolio. The VMO serves as the primary function within the company focused on delivering scalable customer support and back-office solutions through traditional BPO engagements, as well as providing consultative expertise to improve process excellence of internal and outsourced operations. The Associate Manager, Vendor Operations will serve as the bridge between AppFolio stakeholders and vendor teams and programs, driving day-to-day operational performance in line with AppFolio business goals. Balancing measurable performance with BPO industry expertise, the Associate Manager, Vendor Operations leads with innovation, embraces challenges and opportunities alike, champions tireless excellence through data-driven insights, builds trusted relationships, fosters open communication, and works creatively to propel both AppFolio and vendors toward shared success. Your impact Manage day-to-day performance of established BPO engagements. Participate in weekly, monthly, and quarterly performance reviews with vendors to discuss achievements, challenges, and goal alignment. Monitor, enhance, and report on vendor performance metrics based on each workflow’s established Statement of Work. Maintain a consistent line of communication with vendor partners to effectively convey requirements and feedback aligned with AppFolio's BPO strategic objectives. Collaborate with internal cross-functional partners to effectively implement and execute the necessary requirements for all workflows under management. Resolve vendor-related issues efficiently and ensure that customer and/or stakeholder escalations are managed effectively to minimize disruptions. Swiftly escalate challenges and obstacles to ensure timely resolution and smooth operations. Complete onboarding and offboarding tasks for all new and departing vendor agents, ensuring appropriate permissions and systems access in line with their approved scope of work. Maintain accurate documentation of vendor communications, agreements, and performance metrics. Qualifications 8+ years of experience in a BPO/call center/high volume customer support environment or related field. 5+ years experience in operations management in a BPO / call center / high volume customer support environment or related field. Experience with customer service software and tools, such as CRM systems, helpdesk software, and analytics platforms. (ex. Salesforce, Intercom, Tableau, etc.) Must Have Strong analytical mindset, with demonstrated experience translating data insights into actions to drive results towards operational KPIs. Knowledgeable in industry / Services / SaaS / BPO best practices, policies, trends, and relevant technology. Excellent project management, problem-solving, and decision-making skills. Exceptional communication and interpersonal skills, with the ability to build trust and maintain effective relationships with vendors and internal stakeholders. Available to travel internationally 2-3 times per year for vendor engagements and training. Compensation & Benefits The base salary that we reasonably expect to pay for this role is: $85,600-$107,000. The actual base salary for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc. Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type. Regular full-time employees are eligible for benefits - see here.