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Position Summary

The Regional Vendor Management Manager is responsible for the oversight, performance management, and compliance of vendor partners across assigned customer programs. This role ensures consistent, high-quality service delivery, disciplined operational execution, and full alignment with KBS standards through a structured, data-driven governance model.

This leader is accountable for driving and continuously improving the commercial, operational, and performance outcomes of KBS Vendor Partners within the defined area of responsibility. The role requires strong leadership, accountability, and the ability to influence vendor behavior to meet contractual and operational expectations.

The position enforces vendor accountability through the EAAP framework (Escalations, Attendance, Audits, Projects) and supports the Vendor Partner (EPV) program, with a focus on improving service quality, achieving IVR (KBS Presence) compliance, and enhancing overall customer satisfaction.

Success in this role is defined by measurable improvements in service delivery, sustained compliance with vendor performance metrics, and the consistent reduction of operational risk across the portfolio.

Essential Duties and Responsibilities

Responsibilities may include but are not limited to:

• Manage vendor performance using EAAP metrics (Escalations, Attendance/IVR, Audits, Projects)
• Drive IVR (KBS Presence) compliance and ensure accurate proof of service across all locations
• Own vendor relationships, including outreach, performance reviews, and corrective action plans
• Identify and resolve service delivery gaps, including staffing, scheduling, and execution deficiencies
• Support vendor segmentation (EPV and tiered vendors) and drive continuous performance improvement
• Travel within assigned markets to evaluate vendor performance at site and customer levels and conduct one-on-one meetings to drive accountability and results
• Partner with Field Operations and Customer Experience teams to ensure execution and rapid issue resolution
• Monitor escalations, audit results, and project completion to protect service quality and customer satisfaction
• Analyze performance trends and implement process improvements
• Enforce vendor accountability through structured reviews, QBRs, and performance management processes

Additional Duties and Responsibilities

As required by management.

Knowledge, Skills, and Competencies

Knowledge

• Facility services and janitorial operations preferred
• IVR systems and service platforms (e.g., Service Channel, Corrigo) preferred

Skills

• Strong communication and stakeholder management
• Commercial negotiation and problem-solving

Competencies

• Operational discipline
• Ability to influence vendor behavior and drive results

Educational Qualifications/Job Experience Requirements

Education

• Bachelor’s degree or equivalent experience preferred

Experience

• 5+ years of experience in vendor management, operations, or facilities services
• Bilingual (Spanish) preferred

Working Conditions/Physical Requirements

Schedule:

• Regular weekly schedule; weekends or holidays as needed.

The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical requirements:

• Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.
• Ability to speak clearly (use of voice).
• Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focus.

Environment:

• Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment.
• Lighting varies based on building requirements and may be adjusted within reason.
• Time constraints and related pressures to complete work are high.

Travel: 25%