Guest Relations Vendor Manager

At Casey's, guest experiences matter. Join us as the Guest Relations Vendor Manager and use your leadership, meaningful insights, and strong partnerships to create exceptional guest experiences and make a positive impact every day. In this role, you're accountable for the day-to-day governance and oversight of Casey's outsourced Guest Relations service. The Guest Relations Vendor Manager serves as the primary business relationship owner for the third-party provider, ensuring service delivery protects Casey's brand, meets contractual commitments, and provides a consistent, efficient, and guest-centered experience. This role oversees vendor performance and guest satisfaction, drives continuous improvement, and serves as the internal escalation point for complex, sensitive, or high-risk guest issues requiring Casey's expertise or cross-functional decisions. Key Responsibilities: Own the end-to-end relationship with the Guest Relations vendor, serving as Casey's primary contact for service delivery, performance management, governance, issue resolution, and alignment. Establish, monitor and evaluate service-level agreements (SLAs) and key performance indicators (KPIs), including responsiveness, resolution time, quality, productivity, guest satisfaction, case backlog, abandonment rates, and first-contact resolution. Develop and maintain vendor performance scorecards and dashboards; analyze trends, root causes, and give guest feedback to identify opportunities and drive actionable improvement plans. Lead weekly operational reviews and periodic business reviews with vendor partners and internal stakeholders. Communicate performance results, risks, financial impacts, improvement initiatives, and key decisions to leadership. Manage the annual vendor budget and forecast, including invoice validation, contract spend monitoring, variance analysis, and partnership with Finance and Procurement to ensure financial stewardship and cost optimization. Administer operational aspects of vendor contracts, including scope management, service levels, change requests, renewals, service credits, and documentation. Partner with Procurement, Legal, Finance, Risk, Information Security, and Compliance as needed. Serve as the escalation point for complex guest issues, emerging incidents, fraud or payment-related matters, policy exceptions, reputational risks, and matters outside the vendor's authority. Coordinate timely resolution and executive communication when appropriate. Establish and maintain decision-making frameworks, escalation paths, quality standards, and knowledge requirements that enable efficient resolution of guest concerns protecting guest trust and Casey's brand. Oversee quality assurance, calibration processes, training effectiveness, knowledge management, workforce readiness, business continuity planning, and operational transitions impacting service delivery. Drive continuous improvement by identifying recurring guest pain points, process efficiencies, automation opportunities, and policy gaps. Develop business cases and partner with across functions to implement sustainable solutions. Monitor vendor compliance with contractual obligations, Casey's standards, data privacy requirements and applicable controls. Develop corrective action plans and ensure timely remediation of identified issues. Perform other duties as assigned. What you can expect when you join the Casey's Team: A transformative culture putting service first and taking pride in caring for our guests, our communities, and each other. We're here for families! Great benefits including choices in medical plans, dental, vision, life insurance, charitable giving programs, and parental leave. Competitive pay, 401k company match up to 6%, vacation & sick time, paid holidays, and volunteer time. Dress for your day dress code, jeans are welcome! The opportunity to work for a big company that has not lost our small company feel. Our senior leadership team is engaged, involved and acce…

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