The Manager, Support Services & Vendor Operations is responsible for leading the strategy, governance, and execution of enterprise support services across the organization. This role ensures the delivery of efficient, scalable, and high-quality operational services while aligning support functions with business priorities, service expectations, and financial objectives. The manager provides leadership across internal service operations and external vendor partnerships, drives process optimization, and identifies opportunities to strengthen service performance, operational controls, and the overall employee and customer experience.
What You'll Do
Team Leadership & Development
- Supervise, mentor, and develop Support Services Representatives.
- Manage staffing schedules, performance evaluations, and training programs.
- Foster a culture of accountability, service excellence, and continuous improvement.
Operational Oversight
- Oversee all aspects of print and mail fulfillment, shipping/receiving, inventory management, and inter-departmental logistics.
- Ensure timely and accurate execution of support services across multiple office locations, if applicable.
- Monitor service levels and implement corrective actions when needed.
Accounting Service Support
- Manage scanning and data entry of checks received by the organization.
- Prepare and process deposits for all checks dispositioned by the administrative accounting team.
- Maintain provider files, ensuring accuracy and timely updates.
- Perform direct draft and deposit data entry in coordination with the accounting team.
- Ensure compliance with internal controls and confidentiality standards related to financial data.
Strategic Planning & Process Improvement
- Identify and implement process enhancements to improve operational efficiency and reduce costs.
- Develop and maintain standard operating procedures (SOPs) for all support services functions.
- Lead cross-functional initiatives to align support services with organizational goals.
- Build and analyze process flow documents to improve workflows and customer experiences
Vendor & Budget Management
- Manage relationships with external vendors for supplies, shipping, catering, and facilities services.
- Negotiate contracts and monitor vendor performance.
- Develop and manage the Support Services budget, including forecasting and cost control.
Meeting & Event Coordination
- Oversee logistics for internal meetings, executive events, and company-wide gatherings.
- Ensure high-quality catering, room setup, and technical support for events.
Communication & Stakeholder Engagement
- Serve as the primary point of contact for internal departments regarding support services.
- Communicate service updates, changes, and expectations clearly and proactively.
- Address escalations and ensure timely resolution of service-related issues
