About the Role
Vixxo is seeking a full-time Service Provider Manager out of our Colwich, KS office to help build, retain, and improve a qualified network of Service Providers across assigned regions, customers, and trades.
Vixxo is pivoting how we deliver facilities services. We are moving toward trade-specialized, AI-first operating models because they create stronger performance, better customer outcomes, clearer accountability, and deeper provider relationships. The Service Provider Manager is a critical role in that model.
This role is responsible for the growth, usage, performance, contract compliance, pricing discipline, and retention of the Service Provider network. The Service Provider Manager negotiates with Service Providers, establishes durable partnerships, supports Vixxo Service Centers and Account Operations, and acts as a strategic liaison with Service Providers for the overall delivery of service.
The difference in this version of the role is the operating standard. The Service Provider Manager is not simply managing coverage files, reacting to escalations, or processing provider requests. This role uses AI agents and AI-assisted workflows to identify coverage gaps, provider performance patterns, pricing risk, compliance issues, and next-best actions faster than a traditional process can.
The goal is to reduce cost from the Service Provider base while improving service quality, customer outcomes, provider accountability, and long-term network health.
Who Will Love This Job
- A problem solver. You ask the right questions, uncover root cause, and use data and AI-assisted workflows to get to a clear, well-thought-out result.
- A people person. You are customer-focused, relationship-oriented, and able to understand the needs and pressures of Service Providers, operators, and account teams.
- A self-starter. You are not comfortable with the status quo. You seek continuous improvement, find better ways to work, and do not wait for someone else to solve recurring problems.
- An AI-first operator. You are comfortable using AI tools as part of the daily rhythm of the job and are curious about how agents can make provider management faster, smarter, and more consistent.
What You Will Do
Coverage Management
- Create, monitor, and manage Service Provider coverage for new and existing clients.
- Identify gaps in service and coordinate solutions with Vixxo Service Centers, Account Operations, sourcing, compliance, and trade leaders.
- Use Excel, system data, and AI-assisted analysis to manage datasets, model coverage options, and evaluate financial impact.
- Maintain practical coverage views by region, customer, trade, line of service, service level, provider capacity, and provider performance.
- Recommend coverage actions that improve service quality, reduce cost, and protect customer commitments.
Territory Management
- Recruit, retain, and develop independent Service Providers for emergency/reactive repair service and scheduled maintenance services.
- Build durable Service Provider relationships across assigned regions and lines of service.
- Understand provider strengths, constraints, responsiveness, rate posture, capacity, and relationship health.
- Segment providers based on performance, reliability, strategic value, development needs, and exit risk.
- Partner with Service Centers and Account Operations to ensure the right providers are being used for the right work.
Contract Compliance and Pricing
- Ensure Service Providers understand the terms of the Vixxo agreement and their contractual requirements.
- Confirm Service Providers meet required license, certification, insurance, documentation, and customer-specific requirements.
- Drive compliance with company and customer initiatives, including mobile utilization and other required operating standards.
- Negotiate competitive contractual terms between Vixxo and Service Providers.
- Evaluate rate and pricing requests using regional market context, historical rate movement, service performance, customer contract alignment, and margin impact.
- Escalate pricing, NTE, compliance, or margin risks with clear evidence and recommendation.
Provider Performance and Relationship Management
- Monitor provider performance across SLA adherence, first-time fix, recall/callback trends, quote turnaround, ETA discipline, completion quality, communication quality, and responsiveness.
- Use AI-assisted monitoring to surface provider risk early and convert risk signals into clear actions.
- Conduct structured Service Provider business reviews with top and at-risk providers, with action items tracked to closure.
- Coach providers directly when performance, communication, compliance, or pricing issues emerge.
- Protect long-term provider relationships while holding a clear standard for performance and accountability.
Internal Partnership
- Support Vixxo Service Centers and act as a liaison with Service Providers at the strategic level for overall service delivery.
- Partner with Account Operations on customer needs, coverage health, provider escalations, and service improvement opportunities.
- Work with sourcing and compliance to recruit, onboard, and maintain qualified providers.
- Partner with trade pod leaders where assigned so provider strategy is connected to daily execution, not managed in a separate lane.
- Communicate provider risks, coverage gaps, and recommended actions clearly and promptly.
AI-First Operating Standard
This role operates with AI agents from day one. The agents are not a productivity perk. They are part of the operating model.
Examples of AI-assisted workflows for this role include:
- Coverage-gap detection by region, trade, customer, line of service, and service level.
- Provider performance monitoring across SLA, first-time fix, recall rate, quote turnaround, ETA discipline, communication quality, and mobile utilization.
- Next-best-action recommendations for provider follow-up, coaching, sourcing, rate review, compliance remediation, or exit planning.
- Provider business review prep, including scorecards, trend analysis, open actions, pricing history, and relationship notes.
- Rate and pricing review support using regional benchmarks, historical rate movement, contract alignment, and margin impact.
- Compliance monitoring for license, certification, insurance, documentation, and customer-specific requirements.
- Outreach drafting for provider follow-ups, business review recaps, corrective action plans, and documentation requests.
- Weekly provider network health updates for Service Provider Management, Service Centers, Account Operations, and trade pod leaders.
You think with agents. You use them to find patterns sooner, prepare stronger provider conversations, make better recommendations, and close the loop faster. You also improve the agents by giving feedback on missed signals, weak recommendations, and workflow gaps.
Top Responsibilities
Create, monitor, and manage coverage for new and existing clients. Identify opportunities for cost reduction and service improvement, including service gaps, in coordination with Vixxo Service Centers and Account Operations. Use Excel, system data, and AI-assisted workflows to manage datasets, analyze coverage models, and understand financial impact.
Recruit, retain, and manage independent Service Providers that support emergency/reactive repair service and scheduled maintenance services across assigned lines of service and regions. Build relationships that improve responsiveness, accountability, and long-term network health.
- Contract Compliance and Pricing
Ensure Service Providers understand and comply with Vixxo agreement terms, license/certification/insurance requirements, and customer or company initiatives. Negotiate competitive contractual terms and evaluate pricing decisions with discipline around market context, service performance, margin, and customer impact.
What We Are Looking For
Requirements:
- 5-8 years of experience in vendor management, Service Provider management, contract negotiation, trade sourcing, service-related sales, facilities services, or a related operational field.
- AI fluency. Comfortable using AI agents and AI-assisted tools as a primary way to analyze work, identify risk, prepare communication, and drive follow-up.
- Supply chain knowledge, specifically with trade sourcing expertise.
- Strong financial, analytical, and business acumen.
- Advanced knowledge of Microsoft Office, especially Excel and Word, with technical aptitude to work within additional software applications.
- Strong negotiation skills and ability to build durable Service Provider partnerships.
- Ability to analyze coverage models, provider performance, pricing, and financial impact.
- Strong written and verbal communication skills with internal teams and external Service Providers.
- Bias to action. Makes the call, owns the outcome, and closes the loop.
Preferred Skills:
- Facility maintenance experience or experience with HVAC/R, plumbing, electrical, or other trade services.
- Experience supporting national facilities management contracts.
- Experience with provider scorecards, business reviews, corrective action plans, rate reviews, or network optimization.
- BS degree in Business, Engineering, Supply Chain, Operations, or related field preferred.
How Success Is Measured
First 30 Days
- Understand assigned territories, top providers, coverage gaps, current contract terms, compliance requirements, and immediate service risks.
- Establish working rhythm with Service Provider Management leadership, Vixxo Service Centers, Account Operations, sourcing, compliance, and assigned trade pod leaders.
- Begin using AI-assisted workflows for coverage review, provider follow-up, compliance tracking, performance review, and action management.
- Identify priority provider risks and coverage gaps with recommended next actions.
First 90 Days
- Coverage models are current, actionable, and actively used to support service delivery decisions.
- Top provider relationships are confirmed, and priority provider business reviews are completed or scheduled.
- At-risk providers have clear action plans with owner, next step, and expected outcome.
- Pricing, contract, compliance, and margin risks are escalated with evidence and recommendation.
- AI-assisted provider monitoring is part of the normal operating rhythm.
First 6 Months
- Provider responsiveness, communication quality, compliance posture, and service performance show measurable improvement in assigned scope.
- Coverage gaps in priority markets are reduced or have active sourcing plans.
- Provider segmentation is clear and used for territory planning, business reviews, sourcing priorities, and escalation decisions.
- Recurring provider issues are resolved, replaced, or escalated through a disciplined action plan.
First Year
- Assigned Service Provider network is stronger, more transparent, more accountable, and more resilient.
- The Service Provider Manager is a trusted partner to Service Centers, Account Operations, trade leaders, sourcing, compliance, and Service Providers.
- AI-first provider management practices are repeatable and ready to scale across additional regions, customers, trades, and operating pods.
Why Vixxo
Vixxo wants your ambition, your experience, your talent, and what makes you unique. We may have a place for you on one of our many teams, all dedicated to facilities management for some of your favorite retail, grocery, restaurant, and convenience market brands.
Just like you would, we hold ourselves accountable for growing the company and meeting aggressive goals. We also work equally as hard at growing our corporate culture, which includes Vixxo's commitment to diversity and the fact that great minds think differently.
