Director of Vendor Operations
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Key skills for this role
About the Role
Role Overview We are seeking a visionary, high-bar leader to build and scale Hungerstation s Vendor Operations function. The Director of Vendor Operations will o.
Key Skills for This Role
Responsibilities
- Drive the overall vendor operations strategy, cascading business goals into actionable vendor performance initiatives
- Lead cross functional collaboration with local and global teams to improve vendor experience, customer satisfaction, and rider efficiency
- Establish benchmarks and KPIs such as reliability, availability, order timing, and seamless experience metrics
- Analyze data, spot trends, and generate actionable insights to optimize vendor performance and platform growth
- Own the delivery of premium vendor experiences across all operational touchpoints
- Manage service levels, NPS, CSAT, and vendor satisfaction metrics
- Build and maintain the knowledge base and SOPs as the source of truth for vendor operations
- Conduct regular audits, RCAs, and calibration sessions to drive quality improvements
- Lead the technical backbone of vendor operations, managing configurations, integrations, zoning, pricing, and marketing systems
- Oversee a high performing support function that delivers first contact resolution across all vendor touchpoints
Requirements
- Proven experience in vendor operations, performance management, and quality assurance
- Strong analytical and data driven decision making skills
- Experience leading cross functional teams and managing stakeholder relationships
- Experience with vendor portals, self service platforms, and system integrations
- Excellent communication and leadership skills
Full Job Posting
Role Overview
- We are seeking a visionary, high bar leader to build and scale Hungerstation's Vendor Operations function.
- The Director of Vendor Operations will own the entire vendor lifecycle: onboarding, compliance, performance management, quality, experience, and support across restaurants, groceries, convenience stores, pharmacies, and other verticals.
- This leader will ensure our vendor ecosystem thrives by driving operational excellence, leveraging data, and aligning closely with product, technology, and regulatory bodies.
- The role requires a blend of strategy, analytical rigor, and execution discipline, with the ability to inspire teams, scale processes, and set new industry standards.
Key Responsibilities Vendor Performance
- Drive the overall vendor operations strategy, cascading Hungerstation's business goals into actionable vendor performance initiatives.
- Lead cross functional collaboration with local and global teams to improve vendor experience, customer satisfaction, and rider efficiency.
- Establish benchmarks and KPIs such as reliability, availability, order timing, and seamless experience metrics.
- Analyze data, spot trends, and generate actionable insights to optimize vendor performance and platform growth.
- Use controlled testing and market feedback to design and launch enhancements to vendor operations.
- Provide senior management with regular performance reports, insights, and recommendations.
Key Responsibilities Vendor Quality & Experience
- Own the delivery of premium vendor experiences across all operational touchpoints.
- Manage service levels, NPS, CSAT, and vendor satisfaction metrics.
- Build and maintain the knowledge base and SOPs as the source of truth for vendor operations.
- Conduct regular audits, RCAs, and calibration sessions to drive quality improvements.
- Implement continuous feedback loops between vendors and internal teams.
- Design quality scorecards, surveys, and feedback tools to capture the voice of the partner.
- Proactively identify and execute process improvements that enhance efficiency and compliance.
Key Responsibilities Vendor Systems
- Lead the technical backbone of vendor operations, managing configurations, integrations, zoning, pricing, and marketing systems.
- Own and enhance vendor portals, self service platforms, and transmission devices.
- Ensure system availability, reliability, and usability through proactive troubleshooting and maintenance.
- Partner with local/global product teams to influence system design and rollout.
- Develop vendor training strategies to ensure effective system adoption.
- Provide insights, reports, and documentation on system performance and improvements.
Key Responsibilities Vendor Support
- Oversee a high performing support function that delivers first contact resolution (FCR) across all vendor touchpoints.
- Ensure seamless onboarding, menu setup, working hours configuration, and ongoing vendor maintenance.
- Manage SLA compliance and explore opportunities to set new benchmarks.
- Deliver proactive support based on data shared by the performance team.
- Coordinate with logistics partners for device delivery, menu photoshoots, and troubleshooting.
- Provide multichannel support (chat, email, phone) with professional communication and high CSAT.
- Identify recurring issues and collaborate with internal teams to reduce escalations.
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