Vendor Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Mainstay's Renovation as a Service (RaaS) operations as the primary daily contact for vendor and agent communications.

• Ensure the progression of work orders from assignment to completion using Slack, Helpscout, Airtable, and SiteCapture.

• Address routine inquiries from vendors and agents, such as bid timelines, on-site requests, status updates, estimated completion date confirmations, scope clarifications, and invoice requests.

• Monitor communication channels and facilitate information exchange between Mainstay stakeholders and vendors.

• Act as the first point of contact for vendor escalations related to access, utilities, security, and other obstacles.

• Manage the RaaS Helpscout inbox while adhering to established Service Level Agreements (SLAs).

• Confirm receipt and acceptance of assignments by vendors and conduct timely scope-status check-ins.

• Handle routine scope modifications, non-routine vendor revisions, partial approvals, and change order approvals or denials.

• Maintain comprehensive and accurate work-order information and follow up on stalled or incomplete work orders.

• Operate within established Standard Operating Procedures (SOPs) and escalate exceptions or issues to Mainstay stakeholders.

• Notify the Head of Partnerships & Field Operations when vendor reassignment or intervention is necessary.

⛳️ Requirements

• Capable of multitasking and prioritizing within a high-volume, fast-paced environment without overlooking exceptions.

• Ability to balance company priorities while also advocating for vendors when appropriate.

• Comfortable working extensively within various systems.

• At least 3 years of experience managing contractors or vendors in residential renovation, property management, single-family rentals, or real estate operations (preferred).

• Proficient in interpreting a scope, a bid, and before/after images to determine if they represent the same job at a reasonable price (preferred).

• Prior experience with Airtable, Slack, SiteCapture, and Helpscout (preferred).

• Experience working with institutional single-family rental clients (preferred).

• Background in developing or managing SOPs, playbooks, or vendor scorecards (preferred).

• Familiarity with using AI tools and automations in daily operations and defining rules for their usage (preferred).

• Confidence in managing inbound and outbound communications with vendors and inspectors.

• Strong written communication skills in Slack, email, and Helpscout.

• Technical proficiency in Airtable, Slack, Helpscout, SiteCapture, and similar software platforms.

• Ability to assess ambiguous vendor situations and determine appropriate next steps.

• Quick learner with the capability to follow new tools and SOPs.

• Must be legally authorized to work in the United States.

• Must not require visa sponsorship now or in the future to work in the United States.

🏝️ Benefits

• Reasonable accommodations throughout recruitment processes for candidates with disabilities, pregnancy, religious beliefs, or other reasons protected by applicable laws.