Summary:
The Trade Partner Manager is responsible for managing external trade partner relationships that support Opendoor’s core services (e.g., renovation, maintenance, specialty trades), including vendor management governance, processes, and performance measurement (SLAs, quality, cost, and overall partner experience). This role is the primary resource for interface and interaction between critical trade partners and our operations, identifying improvement opportunities, leading onboarding and training, and handling escalated matters while maintaining a high-quality trade partner experience.
Responsibilities:
- Manage trade partners related to the delivery of core products and services, including but not limited to general contractors, specialty trades, maintenance providers, cleaning and landscaping services, and other core service providers that support Opendoor’s operations.
- Own account management for assigned trade partners, including regular check-ins, business reviews, and development of growth or remediation plans.Establish standards and procedures for evaluating trade partner performance and experience.
- Monitor trade partner compliance with agreed-upon Service Level Agreements and other contract requirements.
- Collect qualitative feedback from Business Leaders and trade partners related to performance, relationship health, and experience.
- Provide cost analysis data on trade partner spend and support cost-savings opportunities.
- Lead trade partner performance reviews and support cross-functional stakeholders with performance insights.
- Assist in the management and resolution of transaction-level and systemic issues involving trade partners.
- Work with trade partners to develop action plans to address performance issues and strengthen long-term relationships.
- Serve as a central point of contact for rolling out policy and process changes to trade partners.
- Serve as a central point of contact to keep trade partners informed of volume forecasts and demand expectations.
- Lead and/or coordinate trade partner onboarding, including documentation, compliance steps, and initial setup in internal systems and tools.
- Deliver or coordinate system and process training for trade partners (e.g., portals, invoicing tools, documentation standards) and reinforce adherence to Opendoor procedures.
- Provide high-quality customer service to trade partners and internal teams, acting as a reliable point of contact for questions, escalations, and support.
- Proactively identify issues and trends, apply structured problem-solving, and collaborate with cross-functional teams to drive root-cause fixes.
- Maintain and continuously improve the trade partner experience, leveraging feedback, surveys, and operational outcomes to recommend and champion enhancements.
Qualifications:
- Thrives on anticipating needs.
- Ability to operate with urgency in a fast-moving environment.
- Strong judgment and decision-making skills.
- Nimble business mind with a focus on developing creative solutions.
- Strong project management and reporting skills, with a focus on interdepartmental communication.
- Excellent customer service and relationship-building skills with external partners and internal stakeholders.
- Demonstrated problem-solving skills, with experience navigating ambiguity and driving issues to resolution across multiple teams.
- Experience in account management, vendor management, customer success, or a similar role involving external B2B relationships.
- Experience leading or supporting onboarding and training for external partners or customers (processes, tools, and systems).
- 1–3 years’ experience: Planning/leading strategic initiatives and/or projects. – Preferred
- 1–3 years’ experience: Analyzing data to assess performance and/or cost. – Preferred
- 1–3 years’ experience: Organizing and directing across multiple functional areas. – Preferred
- 1–3 years’ experience: Functioning as a high-impact communicator – communicate in a focused and compelling way that captures and holds others’ attention and stimulates others’ thinking and actions. – Preferred
At Opendoor our mission is to tilt the world in favor of homeowners and those who aim to become one. Homeownership matters. It's how people build wealth, stability, and community. It's how families put down roots, how neighborhoods strengthen, how the future gets built. We're building the modern system of homeownership giving people the freedom to buy and sell on their own terms. We’ve built an end-to-end online experience that has already helped thousands of people and we’re just getting started.
