Vendor Manager, Performance & Compliance

Description

Overview

The Vendor Manager, Performance & Compliance holds LegalZoom's third-party registered agent (RA) and virtual mail (VM) vendor partners to our quality standards and keeps our customer records accurate and compliant. These vendors accept service of process for our RA customers and receive and handle mail for our virtual mail customers, so consistent vendor performance and accurate records are key to protecting our customers across both services.

Part of the RA and VM Vendor Quality and Vendor Management team and reporting to the Senior Manager, Quality & Vendor Management, this role turns quality results into action with RA and virtual mail vendors and owns compliance and record keeping for customer address changes and resignations. You'll partner closely with our quality, vendor strategy, enablement, and support teams. This role is remote, based near one of our Los Angeles, Austin, Beaverton, Frisco, or Mountain View offices, with occasional travel to vendor sites.

You will

• Own vendor quality performance across the RA and virtual mail vendor network, reviewing results with vendors on a regular cadence
• Take quality findings back to RA and virtual mail vendors with clear expectations and resolution targets, and drive corrective action through to closure
• Partner with the quality team on scorecards and trends, and with the enablement team on targeted retraining
• Escalate repeat or high-risk vendor performance issues to the vendor strategy team with a clear recommendation
• Own compliance and record keeping for customer address changes and resignations, making sure records are accurate with the states and in our internal systems
• Develop and maintain the strategy and processes for resignations and future address changes
• Lead data cleanup efforts, including work with external partners, to keep customer records accurate
• Stay current on state and regulatory requirements that affect RA and virtual mail operations, and partner with Legal on regulatory questions
• Track and report vendor quality and compliance metrics across RA and virtual mail, such as findings closed on time, vendor performance trends, and address-change turnaround
• Continuously improve quality and compliance processes, using AI tools to analyze trends and scale follow-up, with careful human review of every output
• Engage in growth-focused assignments, one-time projects, and cross-functional collaboration that contribute to department and organizational goals

You have

• 5+ years of experience in vendor quality, compliance, partner management, or operations, ideally in a regulated or compliance-driven environment
• Experience managing external partner performance, including performance reviews, corrective action plans, and holding partners accountable to standards
• Strong attention to detail and experience maintaining accurate records in a regulated setting
• The ability to use data and quality insights to identify trends, set clear expectations, and measure improvement
• Strong written and verbal communication skills, with comfort leading difficult conversations with vendors and presenting results to functional leaders
• Sound judgment on moderately complex problems that require weighing a variety of factors, and the ability to escalate effectively when needed
• A process-improvement mindset and experience documenting SOPs and playbooks
• AI fluency: comfort using AI tools to analyze data and improve workflows, with careful human review of the results
• Familiarity with registered agent services, Secretary of State filings, virtual mail or mail-handling operations, or other regulated document-handling work is a plus
• Commitment to professional development through LZ provided resources and approved platforms, aligned with career progression goals

The salary range for this role is ($81,000 - $129,600). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.
• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Paid Time Off
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short-Term/Long-Term Disability Insurance
• Plus other wellness benefits to include:
• Fertility
• Mental Health
• One Medical

Join us in making a difference as we build our future and help ensure access to professional legal advice to all!