Job description
About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend’s best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
Job Summary:
The Vendor Manager, Service Network is responsible for the strategic oversight and operational management of our repair network. Our repair network consists of service partners and independent technicians across several product categories, such as furniture, appliances, jewelry, consumer electronics, and more. The Vendor Manager will contribute to key company objectives such as growth, profitability, and customer satisfaction, through the effective management of our service network quality, cycle times, and cost severity. Responsibilities include developing and expanding the service network, managing service provider relationships, conducting vendor negotiations, and implementing business development strategies, all with a central emphasis on delivering superior customer service, quality, and cost. This role directly oversees service network day-to-day operations and strategic initiatives, utilizing skills in analytical problem-solving and process improvement to ensure delivery of department and company objectives. A comprehensive understanding of third party vendor management is required and experience in field service operations is desired.
Key Responsibilities:
Strategic Leadership & Operations:
- Lead, direct, and coordinate the daily operations of our repair network
- Ensure the achievement of company growth, customer satisfaction, and profitability objectives, with a specific focus on cost severity, cycle times, and service quality
- Define and execute a strategic vision for our service operations, continuously identifying opportunities to innovate and drive an industry-leading customer experience
Network Development:
- Strategically expand service network coverage to meet evolving service area and business demands
- Lead the identification, qualification, and onboarding of new service partners
- Conduct negotiations on pricing and partnership agreements, aligning with service needs and balancing profitability and performance targets
Network Management
- Cultivate and maintain strong, collaborative relationships with service partners
- Act as the primary relationship manager, engaging with service partners on a regular cadence to address challenges, share insights, and drive mutual success
- Partner with service partners to identify and execute against opportunities to improve servicing outcomes
Reporting and Performance Management
- Develop and manage a robust servicing scorecard, including the creation of key performance metrics (KPIs), trend analysis, and facilitation of regular business reviews
- Identify, design, and implement business strategies and solutions to improve operational processes and capabilities, while enhancing customer experience, quality, and managing costs
Qualifications:
- Bachelor’s degree or an equivalent combination of education and practical experience.
- 5 – 7 years of direct supervisory or management experience in a related field.
- Expertise in third-party network management is required.
- Exceptional interpersonal, customer service, and negotiation skills.
- Strong written and verbal communication skills.
- Strong organizational and time management skills.
- Proficiency in data analysis and reporting tools (e.g., Excel, PowerBI, Tableau).
- Results-oriented mindset with a focus on achieving and exceeding targets.
- Problem-solving skills with a proactive approach to identifying and resolving issues.
- Self-starter who is resourceful and comfortable building solutions from the ground up.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs.
Working Conditions:
- Fully remote position
- Travel: Occasional travel as needed for network relations, management, and development.
Expected Pay Range: $65,000 - $90,000 per year salaried*
\* The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, job-related knowledge, skills and experience.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
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