The Vendor Onboarding Manager plays a critical role in building an effective, engaged, and high‑performing team through strong coaching, performance management, and cross‑functional collaboration. This position may also support additional business‑related functions as directed by Senior Management.
In addition to team leadership, this role oversees the end‑to‑end process of evaluating, approving, and integrating new suppliers into the C&W Services Vendor System. The Manager ensures that all vendors meet compliance, quality, HSSE, and operational requirements while delivering a smooth onboarding experience that supports business continuity and strategic sourcing goals.Job Description
Key Responsibilities
People Leadership & Team Management
- Lead, coach, and develop a team of 6–10 Vendor Onboarding Specialists in a metrics-driven, outbound calling environment
- Conduct regular one-on-one meetings focused on performance, skill development, engagement, and growth
- Build a positive, motivating team culture that balances encouragement with clear expectations and accountability
- Recognize strong performance and reinforce desired behaviors through consistent feedback and recognition
- Support hiring, onboarding, and ramping of new team members
- Regularly assess team capability and capacity, making thoughtful recommendations to ensure the team remains effective and well-balanced
Performance Management & Coaching
- Own day-to-day performance management for the team, including call volume, conversion rates, and onboarding speed
- Review recorded calls using the 8x8 voice system to provide coaching, quality assurance, and training
- Deliver timely, actionable feedback to improve persuasion skills, objection handling, and follow-through
- Partner with underperforming team members to create clear improvement plans and track progress
Cross-Functional Collaboration
- Act as a key liaison between the Vendor Onboarding team and other C&W Services stakeholders
- Ensure accurate and timely handoff of completed vendor onboarding packages to downstream teams
- Promote clear communication and information flow to support operational readiness
- Escalate risks, bottlenecks, or recurring issues that impact onboarding timelines or quality
Process & Team Development
- Analyze performance trends and identify opportunities to improve team effectiveness and onboarding speed
- Partner with leadership to refine outreach approaches, scripts, training materials, and workflows
- Support continuous improvement through standardized best practices and consistent reporting
Data, Reporting & Continuous Improvement
-Track onboarding metrics (cycle time, compliance completion, vendor satisfaction) and report insights to leadership.
-Identify process gaps and implement improvements to increase efficiency and reduce risk.
Qualifications (Knowledge, Skills, Abilities, and Education and/or Experience):
Required:
Ability to speak, read, and write English fluently.Strong people-management skills5–7 years of experience managing teams in phone-based, performance-driven environments such as inside sales, call centers, account development, vendor recruitment, or dispatch operationsProven experience leading hourly or early-career professionals with clear daily and weekly performance expectationsStrong coaching skills, including experience reviewing recorded calls and delivering direct, constructive feedbackComfort managing teams in environments where activity and results are consistently measured and visibleExperience leading outbound, persuasion-based work (not inbound customer service only)Leadership skills, training and team management experience requiredCandidates must be able to work well in a fast paced/high volume environment and work well under pressure.Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties.Preferred:
3 to 5 years’ experience in facilities, maintenance or service-based industries.Prior experience personally performing outbound sales or vendor outreach.Familiarity with call tracking or workflow tools (VOIP, Salesforce, or similar systems)Remote Work Requirements
High‑speed internet (150-300 mbps. download) is required for this role. Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow.Employees must have a quiet, distraction‑free workspace suitable for professional phone conversations and to protect customer information.Camera‑on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection.The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity.To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co‑working space, library, or other reliable environment) in case of home internet or power loss.Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.
The company will not pay less than minimum wage for this role.
The compensation for the position is: $ 76,500.00 - $90,000.00
C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.
INCO: “C&W Services”