Job SummaryThe Area Vendor Manager is a district-level leadership role responsible for day-to-day oversight, relationship management, and operational performance of third-party field service vendors within an assigned market. This role is highly
execution-focused, combining on-site engagement with rigorous KPI monitoring to ensure Optimum's standards for service quality and customer experience are consistently met.
The role acts as the
primary district liaison between Optimum and vendor teams, driving accountability, resolving escalations, and supporting continuous improvement initiatives. Through frequent site visits and workforce engagement, the Area Vendor Manager ensures operational alignment and fosters a strong partnership culture at the local level.
Customer impact: over 200,000 customers
Technician oversight: 80 technicians
ResponsibilitiesVendor Engagement & Market Oversight- Serve as the day-to-day point of contact for vendor leadership (Area Manager level) and field teams within the market.
- Conduct routine site visits, workforce engagement sessions, and operational walk-throughs.
- Drive adherence to Optimum standards for service delivery and quality.
Performance Management- Monitor and analyze market-level KPIs: schedule attainment, install/repair SLAs, first-time fix, repeat rates, completion rates, on-time arrival, tNPS.
- Identify performance gaps; implement corrective actions in collaboration with vendor leadership.
- Support execution of quarterly audits, inspections, and quality programs led by the Vendor Management Director.
Escalation & Issue Resolution- Act as the first escalation point for service anomalies, customer-impacting issues, and operational disruptions.
- Ensure timely root-cause analysis and resolution; communicate outcomes to the Vendor Management Director.
Cross-Functional Coordination- Partner with Optimum internal teams (Dispatch, OSP, Sales) to anticipate impacts and maintain operational readiness.
- Support local readiness for launches, seasonal demand, and construction tie-ins.
Qualifications- 7+ years in field operations, vendor management, or service delivery within telecom/cable/ utilities or similar industries.
- Strong relationship-building skills; ability to influence vendor teams and drive accountability.
- Data-driven mindset; comfortable analyzing KPIs and implementing corrective actions.
- High travel cadence within assigned market; strong on-site presence.
- Excellent communication and problem-solving skills.
Travel & Location- Market-based; routine travel to vendor sites (estimated 50-70%).
- Ability to support surge events, launches, and escalations with flexible scheduling.
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $102,816.00 - $168,912.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
