[Hiring] Vendor Success & Operations Manager @Yomali

Role Description

BuyGoods is growing its Vendor-Managed Customer Support model, and we need someone dedicated to strengthening our vendor relationships and customer experience. This role will take ownership of the vendor-facing operation, allowing Account Managers to focus on their teams while ensuring our key vendors receive consistent, responsive support. You’ll also help build and improve the processes, reporting, and quality standards behind our growing Vendor-Managed Customer Support program.

What You’ll Own

• Own relationships with key BuyGoods vendors and act as their primary Customer Support contact.
• Manage vendor communication across:
  • Email
  • Slack
  • Microsoft Teams
  • Telegram
  • Other channels
• Oversee Vendor-Managed Customer Support, including:
  • Quality checks
  • Performance monitoring
  • Escalations
• Analyse customer support data, including:
  • Contact reasons
  • Refunds
  • Cancellations
  • CSAT
  • Recurring issues
• Turn data into actionable insights and recommendations for vendors and internal teams.
• Manage difficult conversations and influence vendor behaviour while maintaining strong relationships.
• Coordinate with:
  • Customer Support
  • Compliance
  • Fulfillment
  • Business Development
• Build and improve processes, reporting, playbooks, and Voice of Customer initiatives.
• Identify recurring issues and proactively develop solutions to prevent them from happening again.

What Success Looks Like

• First 30 Days:
  • Build strong relationships with key vendors.
  • Become familiar with BuyGoods’ systems, processes, and Customer Support operations.
  • Establish reliable communication and follow-up processes.
• 90 Days:
  • Independently manage vendor communication and escalations.
  • Take ownership of Vendor-Managed CS quality oversight.
  • Provide regular, actionable customer and vendor insights.
  • Reduce the day-to-day vendor support workload on Account Managers.
• 12 Months:
  • Establish a consistent Voice of Customer reporting process.
  • Improve vendor support quality and performance.
  • Help reduce customer contact volume, cancellations, and recurring issues.
  • Build scalable processes and feedback loops across Vendors, CS, Compliance, Fulfillment, and Business Development.
  • Become a trusted strategic partner to both vendors and internal teams.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, Vendor Management, Partner Management, Customer Experience, or Operations.
• Experience managing external clients, vendors, or partners.
• Experience within Customer Support operations, including escalations, quality assurance, ticket reviews, or performance monitoring.
• Strong data analysis and reporting skills using Excel or Google Sheets.
• Experience with CRM/help desk platforms such as Zendesk, Gorgias, Salesforce, Shopify, or similar.
• Strong communication and stakeholder-management skills.
• Comfortable managing multiple priorities and communication channels.
• Ability to deliver difficult feedback and influence without formal authority.
• Highly organised, proactive, and comfortable working independently.

Who Thrives Here

• Enjoy working in a fast-paced, constantly changing environment.
• Can bring structure to operational chaos.
• Take ownership rather than waiting for direction.
• Are comfortable having difficult conversations.
• Use data to understand problems and drive better decisions.
• Enjoy building processes rather than simply following them.
• Can balance vendor relationships, customer experience, and business objectives.
• Are highly responsive and strong at managing competing priorities.
• Prefer a high-impact individual contributor role with significant ownership.

Benefits

• Build Something New: Help shape and develop BuyGoods’ Vendor-Managed Customer Support program, including its processes, quality standards, and reporting.
• Make a Visible Impact: Your work will directly influence vendor performance, customer experience, support volume, and cancellation rates.
• High-Impact Individual Contributor Role: Have significant ownership and visibility without the responsibility of managing a large support team.
• Cross-Functional Exposure: Work across Customer Support, Vendor Management, Compliance, Fulfillment, and Business Development.
• Develop Your Career: Build experience across vendor management, customer experience, operations, data analysis, quality, and process improvement.

Interview Process

• Recruiter Screening
• Competency Interview
• Interview with Hiring Manager
• Final Stakeholder Interview

The Opportunity

This isn't a traditional Customer Support role. You'll own key vendor relationships, oversee vendor-managed support, use data to identify opportunities, and help build a function that improves both vendor performance and customer experience. If you're a relationship-driven operator who enjoys data, problem-solving, and bringing structure to a fast-moving environment, we'd love to hear from you.

Location

Remote – United States

Type

Contractor

Hours

9:00 AM–5:00 PM