Vendor Manager I

About the team Were a driven, fun, and detail-oriented Vendor Management Team dedicated to strengthening Turos global support partnerships. We work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional peers to ensure our support vendors consistently deliver world-class customer and host experiences across all service channels. We believe that true success comes from collaboration and continuous improvement. By building strong, transparent relationships with our BPO partners, we ensure that operational excellence and customer satisfaction are not only goals but shared commitments. Your role will go beyond monitoring performanceyoull dive deep into data, uncover root causes, and create actionable insights that elevate the quality, consistency, and efficiency of our end-to-end support operations. Youll play a critical role in managing Turos partner-delivered support operations across voice, chat, email, and back-office workflows. Primary responsibilities include driving performance, strengthening partner relationships, and collaborating with cross-functional stakeholders. What you will do Manage Strategic Partnerships: Develop and sustain partner relationships, create joint business plans, and resolve complex issues while acting as a key representative across internal and external stakeholders. Drive Performance and Compliance: Leverage data and analytical judgment to monitor vendor performance, audit operations for compliance, and drive continuous improvement to enhance service quality and efficiency. Champion the Customer Experience: Advocate for a seamless customer experience by gathering partner insights and guiding communication to ensure high-quality and timely responses. Your profile Bachelors degree in Business Administration, Operations Management, or a related field, or equivalent work experience demonstrating comparable capabilities. 5+ years of progressive experience in vendor management, client services, BPO leadership, or global support operations. Deep understanding of multi-channel BPO support environmentsincluding SLAs, QA frameworks, handle-time management, staffing models, and performance optimization. Demonstrated success improving operational KPIs such as CSAT, productivity, first-contact resolution, QA compliance, and backlog health. Experience developing and executing strategic business plans, negotiating contracts, and aligning vendor operations with organizational goals. Proficient in Microsoft Office and Google Workspace, with strong analytical and spreadsheet skills and the ability to convert insights into compelling presentations and action-oriented recommendations. Bonus if you have Strong understanding of workforce management principles (forecasting, staffing, shrinkage, interval performance). For this role, the target base salary range in Phoenix is $84,000$105,000 annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role. Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers. Benefits Competitive salary, equity, benefits, and perks for all full-time employees Employer-paid medical, dental, and vision insurance (Country specific) Retirement employer match Learning & Development stipend to invest in your professional development Turo host matching program Turo travel credit Cell phone and internet stipend Paid time off to relax and recharge Paid holidays, volunteer time off, and parental leave For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you. Aside from an award winning work environment and the opportunity to be part of the worlds largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities. About Turo Turo is the worlds largest car sharing marketplace where you can book the perfect car for wherever youre going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts. Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes. Read more about the Turo culture according to Turo CEO, Andre Haddad. Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing PeopleOps@turo.com. Welcome to Turo Careers! Turo is the worlds largest car sharing marketplace where you can book the perfect car for wherever youre going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.