Vendor Field Response Manager

Vendor Field Response Manager4MATIV Technologies manages multi-modal mobility for school systems nationwide with technology to expand options and enhance service. We envision a future where all children have access to the learning opportunities that maximize their potential, and we are reimagining transportation to accelerate student outcomes.We partner with schools to improve service, safety, and holistic sustainability, ensuring all students have access to the right ride. Currently, we manage transportation for over 50 school districts across cities including Houston, Indianapolis, Minneapolis-St. Paul, and Phoenix, simplifying operations and expanding services for families. Every school day, 4MATIV manages outsourced vendors and operates a contact center supporting more than 22,000 student trips across over 1,000 routes for schools across the country.Our team is committed to:Working shoulder-to-shoulder with our clients as a mission-aligned and trusted partnerBuilding user-centered products to create lasting impact for districts and studentsValuing diversity of perspectives and experiencesCare for every detail and outcomeHighest standards of service and safetyConstant learning and improvement4MATIV is continuing to expand its vendor network to support increasing service demand across key markets. As we grow, there is a need for strong, localized oversight to ensure vendors are meeting expectations for safety, service quality, and accountability.The Vendor Field Response Manager will play a critical role in supporting vendor performance through direct, in-field oversight. This role is responsible for responding to vendor-related incidents, proactively addressing issues at school sites and bus stops, conducting on-site audits, and validating that vendors are operating in alignment with 4MATIV's standards in real time.This position requires a consistent field presence, balanced with day-to-day operational oversight. The individual in this role is expected to be actively engaged 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. Success in this role depends on visibility in the field and the ability to navigate dynamic, time-sensitive situations, while also staying organized and responsive in a fast-moving operational environment.The ideal candidate is action-oriented, detail-driven, and comfortable managing real-time challenges as they arise. This individual will be responsible for identifying risks as they emerge, and reinforcing expectations directly with vendor partners, while contributing insights that inform broader vendor performance management efforts.The Vendor Management function operates as an integrated system, with distinct but complementary roles across vendor sourcing, compliance, field response, and strategic oversight.This role works in close partnership with Vendor Management team members, as well as Accounts, Finance, and Operations, to ensure vendors are effectively sourced, onboarded, monitored, and held accountable. Together, these functions support safe, reliable service delivery while maintaining clear ownership across vendor strategy, execution support, and financial alignment.Location: Minneapolis / St. Paul Metro Area, Hybrid: Primarily remote with regular on-site responsibilities at school locations and bus yardsResponsibilities:Vendor Oversight & AccountabilityServe as the primary point of contact for vendor-related performance and service concernsMonitor vendor adherence to service expectationsReinforce accountability for missed stops, delays, and service failures through structured follow-upIncident Response & Vendor EscalationLead vendor-side response to incidents, ensuring appropriate investigation and resolutionCoordinate with internal teams to gather details on incidents and achieve resolutionEscalate high-risk or repeat issues to VP, Vendor Strategy & ServicesThoroughly document incidents to support compliance requirements, stakeholder updates, and potential contractual enforcement actionsField Audits & Compliance ValidationConduct in-field audits focused on vendor readiness, driver compliance, and vehicle standardsValidate that vendors are operating in alignment with contractual and regulatory expectationsSurface risks and compliance gaps for escalation and resolutionPerformance MonitoringIdentify recurring vendor performance issues and patternsProvide frontline insights to inform performance management decisionsSupport enforcement of corrective actions defined by leadershipCross-Functional CoordinationPartner with Operations to align on service issues and resolution pathsCollaborate with Compliance & Performance Manager to ensure consistency in standards and enforcement