Vendor Performance Manager

Job Description

Job Description

Be Part of Our Next Chapter  

 

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

 

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving .  Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Vendor Performance Manager – Deployment Operations governs post-award vendor performance across Coates deployment programs by ensuring installation partners consistently meet contractual, operational, and customer performance expectations. This role drives SLA compliance, quality assurance, technician certification adherence, and vendor accountability through performance reporting, governance frameworks, and continuous improvement initiatives. By serving as the operational bridge across Deployment, Strategic Sourcing, Finance, and Account Management, this role improves deployment execution quality, reduces operational risk, and strengthens vendor delivery performance.

Responsibilities:

•Own deployment vendor governance frameworks, performance scorecards, and compliance enforcement mechanisms across deployment programs.

•Develop, manage, and continuously optimize vendor performance scorecards and operational reporting frameworks to monitor SLA compliance, installation quality, technician certification, and deployment execution performance.

•Lead vendor governance reviews, performance escalations, and corrective action initiatives to address systemic operational gaps, enforce accountability, and drive continuous vendor performance improvement.

•Ensure deployment vendors maintain compliance with contractual SLAs, technician certification requirements, installation standards, documentation protocols, and safety requirements.

•Track installation quality indicators such as defects, repeat visits, punch lists, and rework trends.

•Monitor vendor capacity and coverage to ensure deployment programs are adequately supported.

•Partner with Finance to support vendor payment governance, SLA enforcement, and service credit accountability where applicable.

•Manage the timely assignment and scheduling of deployment sites to installation partners, ensuring crews are aligned with program timelines and capacity.

Qualifications:

•  3+ years of experience in vendor management, deployment operations, field services, or service governance

• Strong understanding of SLA management, vendor compliance, and operational performance metrics

•  Experience managing third-party vendors, field service providers, or installation networks

•  Proven ability to analyze performance data, develop scorecards, and drive operational improvements

•  Strong cross-functional collaboration skills across Deployment, Finance, Sourcing, and Account Management

•  Proficiency in Excel, reporting tools, and vendor performance dashboards

•  Experience with deployment quality controls, audits, or service governance preferred

Capabilities:

•Data-driven decision making and performance analysis

•Governance framework implementation

•Operational risk management

•Strong operational discipline and accountability

•Strategic vendor accountability

•Vendor governance and operational compliance leadership

•Performance systems design

•Escalation management and issue resolution

•Strong communication and executive reporting skills

•Cross-functional business influence

Full Salary Range: $96,800/year (minimum), $103,400/year (midpoint), $110,000/year (maximum).

Pay is based on relevant experience, skills, education, internal equity, and market data. Well-qualified candidates can generally expect offers around the midpoint. Candidates who meet the minimum qualifications but have more limited directly relevant experience for this specific role are typically placed nearer the minimum, while highly experienced candidates with strong role alignment may be placed closer to the maximum.

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Join a Crew that Cares

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

Be inspired To Be More

We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law). 

Fraud Alert: Employment Scam Advisory

 

It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as  coatesgroupcareer.com .

 

We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.

 

Please be advised of the following:

- Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com "

- We   do not contact employment candidates via email to solicit personal or financial information

- All applications for employment must be submitted through our official website or directly through our LinkedIn profile: Coates Group

- All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at] hire.lever [dot]co  

 

If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us. Thank you for your vigilance.

 

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.