Key Responsibilities

Vendor Relationship Management

• Manage day-to-day relationships with key operational vendors, primarily across Health & Safety and Compliance services.

• Build a strong understanding of vendor capabilities, service models, geographic coverage, and operational processes.

• Act as a trusted point of contact between Oyster and external partners.

• Ensure vendors are equipped to support high-quality customer and team member experiences.

• Support the full vendor lifecycle, including onboarding, ongoing relationship management, performance tracking, and offboarding where required.

• Build strong working relationships with vendor stakeholders and identify opportunities to strengthen partnerships.

Vendor Performance & Governance

• Monitor vendor performance against agreed KPIs, SLAs, and service expectations.

• Track trends, risks, and recurring issues, proactively raising opportunities for improvement.

• Support regular vendor reviews and performance conversations.

• Prepare reporting and insights on vendor performance for internal stakeholders.

• Help maintain accurate vendor documentation, processes, and governance frameworks.

• Support operational reviews and audits to ensure vendors continue to meet Oyster’s quality and compliance expectations.

Health & Safety & Compliance Vendor Management

• Develop expertise in Oyster’s Health & Safety and Compliance vendor landscape, including how these partners support global employment solutions.

• Partner with vendors to ensure services meet regulatory, compliance, and customer requirements across different countries and regions.

• Monitor vendor adherence to agreed standards, processes, and service commitments.

• Support the resolution of compliance-related queries, risks, and escalations.

• Partner with internal teams including Legal, Operations, Customer Teams, and Product to improve vendor-supported processes.

• Identify opportunities to improve consistency, scalability, and customer experience across Health & Safety and Compliance services.

Escalations & Problem Solving

• Act as a point of contact for vendor-related operational issues and escalations.

• Coordinate with internal teams and vendors to investigate root causes and drive timely resolutions.

• Ensure stakeholders are kept informed throughout complex issues.

• Identify recurring problems and recommend preventative improvements.

• Support difficult conversations with vendors to improve service delivery and accountability.

• Join internal and external calls (with vendors, prospects, customers) to discuss Health & Safety and Compliance vendor matters.

Vendor Improvement & Operational Excellence

• Identify opportunities to improve vendor processes, documentation, and ways of working.

• Partner with internal stakeholders to improve workflows and reduce operational friction.

• Analyse vendor performance data and feedback to identify trends and improvement opportunities.

• Contribute to initiatives that improve scalability, efficiency, and customer experience.

• Continuously look for ways to simplify processes and make vendor interactions more effective.

• Actively leverage AI tools and automation where appropriate to improve efficiency and share learnings with the wider People Services team.

Cross-Functional Partnership

• Partner with teams across Operations, Legal, Customer Success, Sales, Support, and Product to understand business needs and vendor requirements.

• Provide insights on vendor capabilities, limitations, and opportunities.

• Support internal teams with vendor-related questions and operational challenges.

• Contribute to projects that improve how Oyster manages and partners with external providers.

Projects

• Support People Services and cross-functional projects that help us achieve our mission to enable companies to hire anyone, anywhere.

• Take ownership of project workstreams, driving progress, communication, and delivery.

Core Requirements

• 4+ years of experience in Vendor Management, Partner Management, Operations, Customer Success, Compliance, or a related function.

• Experience managing external partners or service providers in a fast-paced environment.

• Strong relationship management skills with the ability to build trust with internal and external stakeholders.

• Experience monitoring vendor performance, SLAs, KPIs, or service delivery metrics.

• Strong organisational skills with the ability to manage multiple priorities and stakeholders.

• Excellent problem-solving skills with a proactive and solutions-oriented mindset.

• Ability to analyse data, identify trends, and translate insights into improvements.

• Strong written and verbal communication skills.

• Comfortable managing ambiguity and working in a scaling environment.

• Ability to influence stakeholders and drive outcomes without direct authority.

• Experience managing operational issues, escalations, and complex stakeholder conversations.

• Collaborative approach with experience partnering across multiple teams.

Bonus Experience

• Experience managing Health & Safety, Compliance, HR, employment, legal, or risk-related vendors.

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

• Experience working with vendors across multiple regions (APAC, EMEA, LATAM, AMER).

• Experience building vendor governance processes, frameworks, or reporting.

• Experience using AI tools or automation to improve operational workflows.

• Experience working in a fast-paced startup or global technology environment.

• Additional languages.

You'll also need

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

• Fluent English language.