Vendor Service Lead

ABC Story:

Our story began in 2017 in Austin, TX. We started with humble roots but big aspirations. From 1 center in North Austin, our movement has inspired thousands of clinicians and operators. Today, the ABC community is 10,000+ strong, serving thousands of children with ASD. Growth with intentionality: We have a maniac focus on our core values. Each center is purpose-built, and each community of teammates is nurtured.

What You’ll Be Doing:

Responsible for managing a regional team of Center Experience Specialist Logistics Team members in the day-to-day activities of establishing and maintaining the comfortable, clean, and compliant environment of care for our teammates and patients. 

• Own assigned region(s) end-to-end for both customer-facing communication and operational problem-solving, per the Facilities Emergency Response SOP.
• Post standard-cadence status updates (7:00 AM / 12:00 PM / 4:30 PM) plus immediate updates on any safety, status, vendor, no-show, or closure change, using the correct script for the ticket's current status (Emergency vs. Crisis).
• Serve as the primary point of contact for Operations during Crisis-level events  -- using phone as the preferred communication channel.
• Confirm and document de-escalation from Crisis to Emergency and from Emergency to standard tracking in the incident chat, escalating to the Senior Manager as needed
• Step in to unblock the Vendor Dispatcher when a ticket requires escalation per the SOP's tiered ladder, and reassign or re-engage vendors on no-shows or missed ETAs.
• Management of competing budget priorities on a per-month basis.
• Regular attendance on market meetings/calls to provide updates to regional leadership (RDOs, MLs, Senior Director CI, SVP) on the status of mechanical emergencies or other coordination efforts to support the optimal center experience.
• Live ABC mission and values and maintain compliance with all company policies and procedures.
• Perform other duties as assigned by management, including some weekends, holidays, and after hours.

What You’ll Bring With You:

• Bachelor's Degree or above required.
• 3 - 5 years of Project Management experience
• Mechanical, Electrical, Plumbing experience desired.
• At least 5 years of related experience in vendor management, maintenance, and repairs.
• 3 - 5 years of Customer service experience

Required Skills and Abilities:

• Ability to remain calm in stressful situations.
• Excellent verbal and written communication skills.
• Ability to present on various technical and safety-related topics.
• Proficient with Google Suite or related software.
• Excellent organizational skills and attention to detail.
• Ability to select and apply the correct incident communication script (Emergency vs. Crisis) based on real-time ticket status, per the Facilities Emergency Response SOP.
• Comfort operating within a defined, tiered escalation ladder and confirming de-escalation criteria before stepping a ticket down in status.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 
• Ability to travel to centers to support staff in an emergency.

• Instagram: https://instagram.com/actionbehaviorcenters