Senior Vendor Relationship Manager

✨ ONE PLATFORM, A WHOLE WORLD OF OPPORTUNITY

The best jobs are often restricted to a few wealthy cities, but talent exists everywhere. Oyster set out to change this by launching a global employment platform that enables companies to hire, pay, and support talent anywhere.

We’re proof that a strong, engaged culture doesn't require an office. Since January 2020, Oyster has:

🌏 Built a distributed team of 500+ across 60+ countries

👩‍💻 Featured in Forbes https://www.forbes.com/sites/laurabegleybloom/2024/01/25/work-from-home-or-anywhere-top-30-companies-for-remote-jobs-in-2024/ as #9 in FlexJobs Top 30 Companies for remote jobs

🌈 Formed a diverse leadership team and a workforce that’s 60% female

🏆 Earned top employee engagement scores

🦄 Raised $286 million; valued at $1.2 billion

💚 Achieved B Corp status in 2023

Our momentum shows the power of global employment, and we’re just getting started! If you want to help us drive change and work remotely, we’d love for you to apply!

Location: While this position is posted in a specific region, all of Oyster’s positions are fully remote, and you can work from home. Forever. To create the best experience for our new hire, this role requires that you be based within UTC -1 to UTC +3

Please note: This is a 12-month fixed-term contract position.

In this highly strategic and cross-functional role, you’ll own and evolve Oyster’s global vendor ecosystem, acting as the bridge between our business, our customers, and our external partners. You’ll manage critical relationships across partners, ensuring they deliver scalable, high-quality solutions that enable our customers to hire anyone, anywhere. You’ll combine commercial acumen, operational excellence, and strong relationship management to drive vendor performance, resolve complex escalations, and continuously strengthen our global partner ecosystem. From leading negotiations and governance frameworks to identifying new partnership opportunities and improving operational processes, you’ll play a critical role in shaping how Oyster delivers global employment solutions at scale.

This role is ideal for someone who thrives in ambiguity, enjoys solving complex operational challenges, and can confidently influence stakeholders internally and externally. You are commercially minded, data-driven, solutions-oriented, and energized by building strong partnerships that create long-term business impact.

Key Responsibilities

Strategic Vendor Ownership

• Own strategic relationships with key operational vendors Develop a deep understanding of partner capabilities, service models, geographic coverage, and operational risks

• Position partners effectively within Oyster’s broader global employment ecosystem

• Ensure partners are equipped to support scalable, high-quality customer solutions

• Manage the full vendor relationship lifecycle, from onboarding through ongoing partnership management

• Continuously evaluate vendor fit and performance as Oyster scales globally

• Build and maintain expertise in global employment partner models and operational best practices

Vendor Performance & Governance

• Monitor, maintain, and strive to improve vendor KPIs, SLAs, and accountability frameworks

• Lead recurring business reviews and performance discussions with partner leadership teams Present vendor performance insights, trends, and improvement plans to internal stakeholders and leadership

• Monitor operational performance and proactively identify service risks or quality concerns

• Conduct structured audits and operational reviews across the partner ecosystem

• Drive consistent governance standards and operational excellence across vendors

Commercial & Partnership Management

• Build trusted, long-term relationships with external partner leadership teams

• Lead commercial discussions, contract negotiations, and partnership renewals

• Strengthen strategic partnerships to support business growth and customer outcomes

• Act as an escalation lead for complex or high-impact customer issues involving partners

• Collaborate cross-functionally and externally to resolve sensitive operational challenges

• Support customer and internal stakeholder conversations requiring partner expertise

• Identify and source new partners to strengthen global coverage and capabilities

Vendor Ecosystem Development

• Identify operational or geographic gaps within the vendor ecosystem

• Evaluate and onboard new partners to strengthen Oyster’s global coverage

• Recommend improvements to ecosystem strategy, scalability, and service quality

• Partner cross-functionally to evolve how Oyster leverages and manages external vendors

• Drive initiatives that improve partner consistency, efficiency, and customer experience

Strategic Business Partnership

• Advise internal teams on vendor capabilities, strengths, and operational considerations

• Guide partner selection decisions based on customer needs and business priorities

• Share insights from vendor trends, escalations, and operational performance data

• Partner with Go-To-Market teams to support deal strategy and customer solutions

• Enable scalable and commercially sound global employment solutions

Escalation Leadership

• Lead resolution efforts for complex vendor and customer escalations

• Coordinate cross-functional and cross-partner responses to critical operational issues

• Protect customer experience while balancing operational and commercial priorities

• Identify root causes and recurring trends across escalations

• Drive preventative improvements and operational maturity across the partner ecosystem

• Lead in escalations on calls to get to root cause, find solutions, and manage end-to-end resolution.

CONTINUOUS IMPROVEMENT & HIGH PERFORMANCE

• Continuously audit and refine workflows and ways of working to reduce response times and elevate service quality.

• Actively leverage AI responsibly to maximize personal output, sharing best practices with the broader People Services team.

• Analyze recurring ticket trends and received queries to identify systemic issues, proactively building preventative resources for internal teams.

• Identify opportunities to improve workflows, documentation, and knowledge management, ensuring Pearls have accurate, accessible self-service resources to reduce dependency and improve operational efficiency.

Projects

• Lead People Services and cross-functional projects as we work towards our Mission to enable companies to hire anyone, anywhere!

Core Requirements

• 5+ years of experience in Vendor Management, Customer Success or a related function

• Experience working within an Employer of Record (EOR), global employment, HR tech, or international operations environment

• Strong experience managing strategic external partnerships and navigating complex stakeholder relationships

• Demonstrated experience leading commercial negotiations and managing partner performance

• Highly strategic thinker with the ability to balance operational detail with long-term business goals

• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements

• Commercially minded and solutions-oriented, with a pragmatic approach to operational challenges

• Exceptional relationship-building and influencing skills across internal and external stakeholders

• Strong ownership mindset with the ability to operate autonomously in a fast-paced environment

• Experience managing complex escalations and driving resolution across multiple stakeholders

• Excellent communication and presentation skills, both written and verbal

• Collaborative and cross-functional by nature, with experience partnering across Operations, Legal, Support, Sales, and Customer-facing teams

• Process-oriented and continuously looking for ways to improve scalability and operational maturity

• Comfortable working in ambiguity and helping shape evolving operational functions and frameworks

• [BONUS] Experience working with global vendors across multiple regions (APAC, EMEA, LATAM, AMER)

• [BONUS] Experience building or scaling vendor governance programs and operational frameworks

• [BONUS] Additional languages

• [BONUS] Have worked in a fast-paced, scaling startup or global tech environment

• [BONUS] Experience implementing AI tools or automation workflows to improve workflows and vendor management

You'll also need

• A reliable home internet connection (or be able to get one)

• Fluent English language

HOW WE WORK TOGETHER AT OYSTER

Our values guide the work we do, the decisions we make, and the culture that makes us special. We make it happen. We drive change. We build and give trust, and we are a united team.

Our mission is to create a more equal world, one global hire at a time. Everything we do ladders up to our mission, and that doesn’t just mean building software. We develop programs, participate in workshops, and create dedicated teams to ensure we successfully support companies and knowledge workers in this new world of work. 

We embrace asynchronous communication and collaborative work and share our practices in the Oyster Public HQ https://oysterhr.notion.site/Welcome-to-The-Reef-Oyster-s-Open-Source-Employee-Guide-fc482e3f107c4afd8c85ed217f1d0c1d to help other global teams learn from our experiences.

HOW YOU WORK

With diverse locations, cultures, and needs, we created How YOU Work; https://oysterhr.notion.site/How-YOU-work-ac16c1932e314ffd8cb693e332458395 a program supporting your whole human experience at Oyster:

• Work from anywhere: Oyster has no borders or HQ. As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.

• Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.

• Mental health support: Access Plumm https://oysterhr.notion.site/Plumm-3b5e7e70dec6428e975f68f25972cfb7, our mental well-being service.

• Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet. Spend it on a wide range of options; see the benefits catalogue https://www.thanksben.com/employee-benefits-catalogue for ideas.

• Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.

• WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.

✨ THE BEST JOBS SHOULD BE AVAILABLE TO EVERYONE 

We embrace diverse perspectives and intentionally build our product and company with an inclusive, global mindset. We encourage you to apply, even if you don’t meet every criterion, and are committed to a trust-based, thriving environment.

Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process, please email jobs@oysterhr.com with the subject line: Interview Accommodations.

Our available positions are on our careers page. Our team will only contact you from an @oysterhr.com email, and we will never ask for money as part of an interview process or job offer. If you receive a suspicious email about Oyster jobs or are directed to a site other than www.oysterhr.com/careers http://www.oysterhr.com/careers, please report it via our Compliance and Ethics Helpline https://faceup.com/c/8tpzyyye.