Director, Vendor Management, Fredericton

The Director, Vendor Management is a critical leadership role within the National Field Operations organization, accountable for building and leading a best‑in‑class vendor (dealer) management capability. This role will drive performance, cost efficiency, compliance, and scalability across a national network of installation and service partners.

Key Responsibilities Vendor Strategy&Governance

Define and execute a national vendor management strategy aligned to Field Operations objectives (CX, cost, scalability)

Establish standardized governance frameworks, including performance scorecards, KPIs, and operating cadences

Lead dealer segmentation strategy (e.g., focus on high‑impact vendors vs. long‑tail optimization)

Drive contract strategy, negotiation levers, and vendor optimization initiatives

Find new vendors when needed

Vendor Performance Management

Oversee performance across all dealers and external technicians, including:

Productivity (jobs per tech, utilization)

Quality (repeat visits, first‑time success)

Customer experience (NPS, SLA adherence)

Implement structured performance reviews and corrective action processes

Partner with Regional Market Leads and Field Service Operations to ensure consistent execution

Cost Management&Optimization

Own vendor‑related cost performance, including rate cards, discretionary spend, and cost per truck roll

Perform financial audits on vendors

Lead initiatives to improve cost efficiency through strategic sourcing and contract negotiations, incentive and pricing model design, data‑driven vendor performance insights

Partner with Strategy&Ops to align vendor capacity with demand forecasts

Training, Enablement&Capability Alignment

Accountable for vendor and technician capability outcomes, including training effectiveness, certification, and performance readiness

Partner with the VP, Operational Excellence&Enablement to define enterprise‑wide training strategy and standards and ensure content is scalable, current, and aligned to product roadmap

Ensure vendor onboarding, certification, and continuous learning programs drive quality and consistency in field execution

Safety, Compliance&Quality Assurance

Accountable for vendor adherence to safety and compliance standards in‑field

Partner with the Operational Excellence&Enablement and HR team to define and enforce safety policies, regulatory requirements, and compliance frameworks and ensure audit programs, incident management, and remediation processes are effective

Utilize field audits and performance insights to drive continuous improvement

Sales Enablement&Commercial Performance

Accountable for enabling and optimizing sales performance across the vendor (dealer) network, positioning technicians and dealers as a key revenue‑generating channel

Partner with Sales and Marketing to execute the field‑led sales strategy, including upsell, cross‑sell, and conversion improvement initiatives

Collaborate with Sales, Marketing, Care, Operational Excellence and Enablement, and Customer Experience teams to align on sales programs and campaigns, incentive structures and compensation models and tools and capabilities to support in‑field selling

Drive adoption of vendor sales scorecards and performance visibility, including close rates, attach rates, and customer activation

Ensure vendors are equipped with training, playbooks, and coaching to deliver consistent sales performance during customer interactions

Leverage vendor interactions to improve customer retention, referrals, and lifetime value, positioning technicians as brand ambassadors in the home

Identify and scale best practices across top‑performing dealers to improve national sales productivity and consistency

Organizational Leadership&Matrix Model

Lead the Vendor Management function, including vendor strategy, governance, performance, and cost management

Operate in a shared accountability model for key enablement functions:

Learning&Development Manager&Coordinators– dotted‑line to VP, Operational Excellence&Enablement

Safety&Compliance Manager&Coordinators– dotted‑line to VP, Operational Excellence&Enablement

Ensure strong alignment between Field Operations execution needs and centralized enablement capabilities

Foster a culture of accountability, performance transparency, and continuous improvement

Ideal Candidate

10+ years of progressive experience in vendor management, supplier management, or partner operations, ideally within telecommunications, field services, or a distributed service model

Proven experience managing large‑scale vendor or dealer networks, including performance, governance, and contract lifecycle management

Strong background in commercial negotiations, including incentive structures, pricing models, and multi‑vendor environments

Experience working in complex, matrixed organizations with cross‑functional stakeholders (e.g., Operations, Finance, Sales, and Marketing)

Strategic thinker with strong execution discipline

Data‑driven decision maker with advanced analytical skills

Condition of Employment As a condition of employment and in order to comply with industry‑related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

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