[Hiring] Vendor Service Lead @ABC

Role Description

Responsible for managing a regional team of Center Experience Specialist Logistics Team members in the day-to-day activities of establishing and maintaining the comfortable, clean, and compliant environment of care for our teammates and patients.

• Own assigned region(s) end-to-end for both customer-facing communication and operational problem-solving, per the Facilities Emergency Response SOP.
• Post standard-cadence status updates (7:00 AM / 12:00 PM / 4:30 PM) plus immediate updates on any safety, status, vendor, no-show, or closure change, using the correct script for the ticket's current status (Emergency vs. Crisis).
• Serve as the primary point of contact for Operations during Crisis-level events -- using phone as the preferred communication channel.
• Confirm and document de-escalation from Crisis to Emergency and from Emergency to standard tracking in the incident chat, escalating to the Senior Manager as needed.
• Step in to unblock the Vendor Dispatcher when a ticket requires escalation per the SOP's tiered ladder, and reassign or re-engage vendors on no-shows or missed ETAs.
• Management of competing budget priorities on a per-month basis.
• Regular attendance on market meetings/calls to provide updates to regional leadership (RDOs, MLs, Senior Director CI, SVP) on the status of mechanical emergencies or other coordination efforts to support the optimal center experience.
• Live ABC mission and values and maintain compliance with all company policies and procedures.
• Perform other duties as assigned by management, including some weekends, holidays, and after hours.

Qualifications

• Bachelor's Degree or above required.
• 3 - 5 years of Project Management experience.
• Mechanical, Electrical, Plumbing experience desired.
• At least 5 years of related experience in vendor management, maintenance, and repairs.
• 3 - 5 years of Customer service experience.

Requirements

• Ability to remain calm in stressful situations.
• Excellent verbal and written communication skills.
• Ability to present on various technical and safety-related topics.
• Proficient with Google Suite or related software.
• Excellent organizational skills and attention to detail.
• Ability to select and apply the correct incident communication script (Emergency vs. Crisis) based on real-time ticket status, per the Facilities Emergency Response SOP.
• Comfort operating within a defined, tiered escalation ladder and confirming de-escalation criteria before stepping a ticket down in status.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Ability to travel to centers to support staff in an emergency.

Company Description

ABC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, disability, marital status, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws, including the Pennsylvania Human Relations Act (PHRA). We are committed to creating an inclusive environment for all employees.