Vendor Operations Specialist, Customer Experience at ClassPass
Missoula, MT, US

Description: The Vendor Operations Specialist will manage our relationships with third-party vendors, including the the day-to-day operations of our team of our third-party Customer Experience Associates.



  • Hold our vendors accountable and keep them up to date on initiatives and strategy as needed
  • Responsible for weekly KPIs and performance of third-party vendors
  • Build tools and establish processes to ensure successful vendor relationships
  • Analyze metrics and provide data-driven recommendations for process improvements that address root causes
  • Establish feedback loop with all vendors to ensure all areas of improvement are addressed
  • Act as daily point of contact for vendors
  • Ensure invoice accuracy and help facilitate payment
  • Assist with contract conversations and negotiations to ensure business needs are met
  • Perform continuous ROI analysis to optimize costs


  • 5+ years of customer-facing experience
  • Experience with vendor management a plus
  • Strong background in operations
  • Ability to travel up to 50% of the time both domestically and internationally
  • Passion for customer experience with a proven track record of driving results
  • Natural curiosity + data-driven approach towards understanding qualitative + quantitative metrics
  • Attention to detail for efficient and effective communication, externally and internally