Vendor Operations Specialist

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful; where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.

The Role

The Vendor Operations Specialist drives day-to-day excellence across assigned vendor workflows by owning operational delivery and maintaining documentation integrity. Serving as the trusted point of contact for vendor partners and internal stakeholders, you will ensure stability, clarity, and continuous improvement through proactive issue resolution and cross-functional collaboration.

Your Impact

• Operational Ownership: Drive day-to-day excellence across assigned vendor workflows, ensuring high-fidelity delivery and adherence to performance standards.

• Workflow Stewardship: Proactively monitor performance to maintain workflow stability, resolving routine issues and escalating systemic risks with clear context to ensure minimal business disruption.

• Documentation Integrity: Own the maintenance of SOPs, routing logic, and workflow documentation to reflect current operations and eliminate process drift or clarity gaps.

• Stakeholder Coordination: Act as the trusted point of contact for vendor partners and internal teams, building trust through responsiveness, accountability, and clear communication.

• Problem Solving & Escalation: Own first-line escalation resolution by gathering context and routing systemic risks appropriately to protect the integrity of the vendor ecosystem.

• Continuous Improvement: Identify workflow friction and repeat errors, recommending actionable improvements to senior team members to help us disrupt ourselves and evolve our processes.

• Lifecycle Support: Coordinate vendor onboarding logistics, access provisioning, and maintain feedback logs to support consistent performance follow-through.

Qualifications

• Project Management & Execution: You are a disciplined tracker of actions and activities. You can effectively manage multiple workstreams, ensuring that every task from onboarding logistics to performance follow-ups is moved to completion with precision.

• Confident & Authentic Communicator: You say what you mean and you mean what you say, providing clear, actionable updates in an active voice.

• Operational Judgement: You resolve routine issues independently and possess the intuition to escalate systemic risks with necessary context.

• Collaborative Spirit: You thrive in a highly collaborative, cross-functional environment, strengthening relationships with peers and stakeholders to “Paddle as One”.

• Documentation Discipline: You keep process materials organized and audit-ready, bringing clarity where things are unclear to help others thrive.

• Optimistic Problem Solver: You take on challenges with positivity and the belief that we can find a better way, even when navigating difficult operational hurdles.

Must Have

• 2+ years of experience in BPO, shared services, customer operations, or process-driven environments.

• Proven experience supporting operational workflows, queues, or third-party vendor teams.

• Hands-on experience with CRM or helpdesk systems (e.g., Salesforce, Zendesk).

• Solid understanding of performance metrics, including SLAs, AHT (Average Handle Time), and CSAT (Customer Satisfaction).

• Demonstrated ability to make data-driven decisions and own operational outcomes.

Location

Find out more about our locations by visiting our site.

Compensation & Benefits

The compensation that we reasonably expect to pay for this role is: $70,400 - $88,000 [base pay / OTE]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity. Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

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