Senior Vendor Manager

JOB OVERVIEW The Senior Vendor Manager, Remote Operations oversees vendor performance and operational quality for Serve Robotics' remote operations program. This role is responsible for managing vendor relationships, improving safety and operational processes, and ensuring high-quality remote support for Serve's autonomous delivery fleet. The Senior Vendor Manager partners cross-functionally with engineering, product, QA, and operations teams to drive operational excellence and continuous improvement. JOB DUTIES

• Serve as the primary operational point of contact for third-party remote operations vendors, ensuring alignment with performance expectations, operational standards, and contractual requirements.
• Own vendor performance outcomes by monitoring operational KPIs (incident response times, quality scores, escalation rates, and SLA adherence) and driving corrective actions with vendor partners to improve reliability and safety.
• Oversee the remote safety incident process including root cause analysis, documentation quality, escalation coordination, and resolution tracking.
• Manage and support the Vendor Support team, providing guidance, performance management, and operational direction.
• Own recurring performance reporting for remote operations using data tools such as ThoughtSpot, translating operational data into insights and actionable recommendations.
• Analyze operational data including Jira ticket trends to identify patterns in incidents, operator performance, and system issues.
• Design and maintain standard operating procedures related to operator performance, safety workflows, and quality assurance.
• Partner with cross-functional teams to identify and implement improvements to tools, workflows, and operational processes.
• Ensure operational process updates follow established change management practices and maintain accurate documentation.
• Collaborate with engineering, product, QA, and operations teams to improve remote operations systems, training programs, and vendor support capabilities.
• Establish and track key performance indicators for vendor-supported remote operations, including safety metrics, response times, quality scores, and operational uptime.

EXPERIENCE, QUALIFICATIONS, & SKILLS

• 6+ years of experience in operations, vendor management, or service delivery within a data-driven environment.
• Demonstrated experience managing third-party vendors and driving operational accountability.
• Strong analytical skills with proficiency in Google Sheets, Jira, ThoughtSpot, or similar analytics tools.
• Experience designing and improving operational processes using data and stakeholder input.
• Strong communication skills with the ability to present insights and recommendations to diverse stakeholders.
• Ability to work occasional evenings, weekends, or holidays based on operational needs.
• Ability to travel quarterly to vendor locations.

Preferred Experience, Qualifications, and Skills

• Bachelor's degree in Business, Operations, Analytics, or a related field.
• Experience supporting remote operations or autonomous systems.
• Experience working with distributed teams or third-party operational vendors.
• Experience in robotics, autonomous vehicles, or last-mile logistics environments.

Additional Information

• This role works cross-functionally across operations, engineering, product, and QA teams to ensure vendor-supported remote operations maintain high safety and quality standards. Periodic travel to vendor locations may be required.

Apply tot his job Apply To this Job