Sr. Vendor Management Operations Specialist

Description

AppFolio is more than a company. We're a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.

The Sr. VMO Specialist will drive day-to-day excellence across assigned vendor workflows by owning operational delivery, maintaining documentation integrity, and acting as the trusted point of contact for vendor partners. Ensure stability, clarity, and continuous improvement through proactive issue resolution and cross-functional collaboration.

Your impact

• Own operational performance of existing workflows, serving as the primary point of accountability for steady-state delivery.

• Monitor and report on vendor performance using predefined KPIs and success metrics. Proactively identify trends, issues, and opportunities for incremental improvements.

• Ensure adherence to workflow SLAs, compliance requirements, and contract terms through regular review and auditing of reports, dashboards, and callouts.

• Act as the first point of contact for workflow escalations, resolving issues directly or escalating as needed.

• Prepare for and contribute to Business Reviews (WBRs, MBRs, QBRs) by owning workflow-specific reporting, insights, and follow-ups.

• Maintain all workflow documentation and internal process documentation, including SOPs, case routing, permission sets, and access logs.

• Facilitate onboarding and access provisioning for new vendor team members, and support resolution of access-related or technical issues in partnership with VMO Leads as needed.

• Track and maintain issue logs, coaching notes, and vendor feedback for assigned workflows.

• Partner with QA and Training to deliver insights and support vendor coaching plans..

• Communicate stakeholder updates, priorities, and messaging to vendor teams in a timely and clear manner, ensuring alignment and reducing miscommunication

• Collaborate with the VMO Leads to implement continuous improvement initiatives within the guardrails of existing processes.

Qualifications

• 4+ years of experience in a BPO, shared services, or customer operations role.

• 2+ years of experience supporting outsourced workflows or vendor teams.

• Hands-on experience with SLAs, KPIs, and workflow management.

• Proficient in CRM and helpdesk systems (e.g., Salesforce, Zendesk) and comfortable navigating dashboards or QA tools to monitor vendor performance.

• Experience in documentation, SOP maintenance, and onboarding support.

• Familiarity with vendor governance, escalation handling, and access provisioning.

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.

• 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.

Location

Find out more about our locations by visiting our site.

Compensation & Benefits

The compensation that we reasonably expect to pay for this role is: $85,600 to $107,000 [base pay]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate's skills, education, experience, and internal equity.

Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That's why we're a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you're always welcome at AppFolio.

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