Vendor Experience Specialist

Job Description

• Manages external BPO operations overseeing the Vendor Help Center and vendor incident calls.
• Key duties include owner-level management of vendor satisfaction (CSAT) scores, SLA compliance, and incident rates in close coordination with BPO partners.
• Responsible for managing SOPs alongside OPEX and driving workflow changes that directly optimize required BPO staffing, lower operational overhead, and reduce vendor churn.

• Lead, mentor, and manage supervisors and team leaders across content operations.

• Establish clear workflow processes and performance KPIs

• Create, upload, and maintain menus for all partnered vendors ensuring accuracy in item names, descriptions, pricing, and images.

• Coordinate with Account Managers to update menu changes, new dishes, and promotional items promptly.

• Ensure new vendors are being onboarded smoothly within the timelines.

• Ensure consistency and compliance with brand guidelines and platform standards.

• Regularly audit menu content for errors, inconsistencies, or outdated information.

• Implement and enforce quality standards for menu presentation including grammar, formatting, and imagery.

• Work closely with  partners, Account Managers,  marketing, product, and customer support teams to synchronize menu updates with promotions, campaigns, and platform features.

• Liaise with UX/UI teams to optimize menu layouts and content for improved user engagement and conversion.

• Monitor menu performance metrics such as click-through rates, item popularity, and customer feedback.

• Provide actionable insights and recommendations to optimize menu offerings and content presentation.

• Manage multiple menu updates, launches, and seasonal changes simultaneously within set deadlines.

• Lead cross-functional initiatives aimed at improving menu content workflows and automation.

Qualifications

• 4+ years of experience in content or operations management, preferably within the food, e-commerce, or online delivery industry.

• Proven experience managing and leading teams, ideally supervisors and team leaders.

• Strong understanding of food industry terminology, trends, and consumer preferences

• Excellent leadership and team management skills.

• Exceptional written and verbal communication skills.

• Strong organizational and project management abilities.

• Proficiency in content management systems (CMS), SEO tools, and analytics platforms (e.g., Google Analytics).

• Proficiency in utilising AI tools and data analytics

• Ability to work collaboratively across departments.

• Detail-oriented with a strong focus on quality and accuracy.

• Analytical mindset with the ability to interpret data and translate insights into actionable strategies.

• Problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.

Additional Information