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Vendor Support Manager

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Job ID VENDO11585 Date posted 04/16/2021 Location United States Job Type Full Time

Summary:  This is a remote, work from home position and responsible for the sourcing process to select and manage vendors for specific category of products/services, based on strategic directions set forth by CCC Leadership. The manager will also be responsible to ensure contractual compliance, reporting, day to day performance management and financial oversight.


  • Defines and executes a process to identify, evaluate, and propose vendor selection
  • Prepares business cases for engagement with vendors to include criteria for clearly measuring vendor expectations
  • Provides vendor performance scoring, visibility reporting, and continuous improvement of vendor performance in adherence to service level agreements and contractual terms
  • Communicates vendor performance issues to process owners and senior team
  • Tracks issue resolution and pursues payment compensation for penalties due to failure to meet established service level agreements, and /or delivery of poor service quality
  • Performs pro-active contract review and re-negotiations to maintain the right mix of vendors and ensures a balance between the value supplied and level of risk to the company
  • Participates and leads the process improvement, development and implementation of vendor management tools, training and best practices to facilitate, measure and monitor vendor and program performance
  • Implements structure, process, and governance as it relates to vendor communications, contract management, and on-going vendor relationships
  • Works proactively with vendors and process owners to identify and resolve issues
  • Participates and leads contract negotiations, product selection, audit functions and onsite reviews
  • Contributes to business strategies by developing actionable plans or programs and ensures integration of related functions
  • Establishes business plans, policies, procedures that support and align with Company initiatives and strategies
  • Monitors plans and programs to ensure alignment with business objectives and other functions
  • Implements and monitors process and service delivery improvement
  • Practices Financial stewardship as appropriate for position
  • Negotiates financial agreements (e.g. contracts or services) that have an impact on the business and approves in accordance with signing authority
  • Monitors function and/or team activities to ensure alignment with needs of multiple customer groups
  • Accountable for team performance and development
  • Performs other duties as assigned by management

Required Qualifications:

  • Bachelor degree or in lieu of degree, High School Diploma/GED and 10+ years Call Center Operations experience
  • 5+ years people and business management experience with demonstrated ability to perform in matrixed environment
  • 3+ years of managing outsourced, contracted or third party/multi-party operations
  • 3+ years of contracting and negotiation experience
  • Direct experience in effectively leading strategic programs in sophisticated, complex and matrixed environment
  • Adept at balancing short-term pressure with long-term goals.
  • Ability to travel up to 30%, including occasional International travel
  • Ability to develop strong working relationships with management and external vendors
  • Ability to effectively and professionally communicate through verbal, written, presentation and interpersonal skill
  • Demonstrated ability to prepare and implement negotiation and vendor selection strategies and lead vendor performance analysis
  • Excellent conceptualization, analytical and logic skills
  • Demonstrated strong understanding of sourcing and contracting principles
  • Ability to function independently and as a team member
  • Ability to effectively manage multiple priorities and projects; function in a fast-paced moving, constantly changing, deadline driven environment
  • Familiar with vendor management and contract software applications
  • Strong planning/organization and time management skills
  • Strong analytical, strategic thinking and decision makings skills
  • Familiarity with financial risk evaluation methodologies and risk based modeling
  • Knowledge on outsource solutions and compliance evaluation requirements
  • Ability to understand and translate financial implications on the business
  • Ability to influence satisfaction through managing relationships and delivering Company programs and services and monitoring results
  • Ability to communicate initiatives and translate strategic impact on the team
  • Ability to partner with other internal resources in the execution of the strategy
  • Ability to achieve results through others by managing teams

Preferred Qualifications:

  • Hospitality, Theme Park or Call Center experience a plus
  • Experience with e-learning platforms
  • Proficient with call center technology including: Vonage, Verint Monet, Opera, Salesforce 

Home Office/ Computer/ Internet Requirements:

  • A private workspace or home office free from distraction
  • Access to laptop or desktop computer (Chromebooks are not supported at this time)
  • Minimum System requirements:
    • Intel Core I5 or Core I7 CPU
    • 16GB DD4 Memory
    • Windows 10 version 1903
    • Citrix Workspace App version 1911
    • IE version 11 and latest version of Google Chrome
  • Reliable, high speed internet (minimum 25 MB download and 5 MB upload)

Physical Requirements:

  • Able to sit for extended periods of time
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