Vendor Manager, Performance & Compliance

DescriptionAbout LegalZoomLegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 25 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you’re ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can’t wait to meet you.Human-in-the-LoopAt LegalZoom, we operate with a human-in-the-loop model, where AI enhances—rather than replaces—human judgment. We believe the strongest outcomes for our customers come from thoughtfully integrating human expertise with AI capabilities to improve accuracy, safety, and decision-making.To align with our AI-integrated operating model, our interview process will assess AI fluency, curiosity, and measurable/impactful workflow integration.​​Where we workOur Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more. This position is remote but must be based near one of our Los Angeles, Austin, Beaverton, or Mountain View offices. We encourage and at times, require in-person collaboration at our offices.OverviewThe 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 willOwn vendor quality performance across the RA and virtual mail vendor network, reviewing results with vendors on a regular cadenceTake quality findings back to RA and virtual mail vendors with clear expectations and resolution targets, and drive corrective action through to closurePartner with the quality team on scorecards and trends, and with the enablement team on targeted retrainingEscalate repeat or high-risk vendor performance issues to the vendor strategy team with a clear recommendationOwn compliance and record keeping for customer address changes and resignations, making sure records are accurate with the states and in our internal systemsDevelop and maintain the strategy and processes for resignations and future address changesLead data cleanup efforts, including work with external partners, to keep customer records accurateStay current on state and regulatory requirements that affect RA and virtual mail operations, and partner with Legal on regulatory questionsTrack and report vendor quality and compliance metrics across RA and virtual mail, such as findings closed on time, vendor performance trends, and address-change turnaroundContinuously improve quality and compliance processes, using AI tools to analyze trends and scale follow-up, with careful human review of every outputEngage in growth-focused assignments, one-time projects, and cross-functional collaboration that contribute to department and organizational goalsYou have5+ years of experience in vendor quality, compliance, partner management, or operations, ideally in a regulated or compliance-driven environmentExperience managing external partner performance, including performance reviews, corrective action plans, and holding partners accountable to standardsStrong attention to detail and experience maintaining accurate records in a regulated settingThe ability to use data and quality insights to identify trends, set clear expectations, and measure improvementStrong written and verbal communication skills, with comfort leading difficult conversations with vendors and presenting results to functional leadersSound judgment on moderately complex problems that require weighing a variety of factors, and the ability to escalate effectively when neededA process-improvement mindset and experience documenting SOPs and playbooksAI fluency: comfort using AI tools to analyze data and improve workflows, with careful human review of the resultsFamiliarity with registered agent services, Secretary of State filings, virtual mail or mail-handling operations, or other regulated document-handling work is a plusCommitment to professional development through LZ provided resources and approved platforms, aligned with career progression goalsThe 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 MedicalJoin us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E-Verify program. For additional information on E-Verify, please visit Participation and Right to Work pages.