Vendor Experience Specialist

About the role

The Vendor Experience Specialist will manage external BPO operations, overseeing the Vendor Help Center and vendor incident calls. This role ensures high vendor satisfaction, SLA compliance, and efficient workflow across menu management and content operations.

Key responsibilities

• Own vendor satisfaction (CSAT) scores, SLA compliance, and incident rates in coordination with BPO partners.
• Create, upload, and maintain accurate menus for partnered vendors, including item names, descriptions, pricing, and images.
• Coordinate with Account Managers for timely menu updates, new dishes, and promotional items.
• Lead, mentor, and manage supervisors and team leaders across content operations.
• Establish workflow processes, performance KPIs, and audit menu content for errors and consistency.
• Collaborate with partners, marketing, product, and support teams to synchronize menu updates with campaigns.

Required profile

• 4+ years of experience in content or operations management, preferably in food, e‑commerce, or online delivery.
• Proven leadership experience managing supervisors and team leaders.
• Strong organizational, project management, and analytical skills.
• Excellent written and verbal communication with attention to detail.

Required skills

• Proficiency with content management systems (CMS).
• Experience using SEO tools.
• Knowledge of analytics platforms such as Google Analytics.
• Ability to utilise AI tools and data analytics for workflow optimisation.