Vendor Manager, Performance & Compliance

About LegalZoom LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 25 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you’re ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can’t wait to meet you. Human-in-the-Loop At LegalZoom, we operate with a human-in-the-loop model , where AI enhances—rather than replaces—human judgment. We believe the strongest outcomes for our customers come from thoughtfully integrating human expertise with AI capabilities to improve accuracy, safety, and decision-making. To align with our AI-integrated operating model, our interview process will assess AI fluency, curiosity, and measurable/impactful workflow integration. Where we work Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more. This position is remote but must be based near one of our Los Angeles, Austin, Beaverton, or Mountain View offices. We encourage and at times, require in-person collaboration at our offices. Overview The Vendor Manager, Performance & Compliance holds LegalZoom’s third-party registered agent (RA) and virtual mail (VM) vendor partners to our quality standards and keeps our customer records accurate and compliant. These vendors accept service of process for our RA customers and receive and handle mail for our virtual mail customers, so consistent vendor performance and accurate records are key to protecting our customers across both services. Part of the RA and VM Vendor Quality and Vendor Management team and reporting to the Senior Manager, Quality & Vendor Management, this role turns quality results into action with RA and virtual mail vendors and owns compliance and record keeping for customer address changes and resignations. You’ll partner closely with our quality, vendor strategy, enablement, and support teams. This role is remote, based near one of our Los Angeles, Austin, Beaverton, Frisco, or Mountain View offices, with occasional travel to vendor sites. You will Own vendor quality performance across the RA and virtual mail vendor network, reviewing results with vendors on a regular cadence Take quality findings back to RA and virtual mail vendors with clear expectations and resolution targets, and drive corrective action through to closure Partner with the quality team on scorecards and trends, and with the enablement team on targeted retraining Escalate repeat or high-risk vendor performance issues to the vendor strategy team with a clear recommendation Own compliance and record keeping for customer address changes and resignations, making sure records are accurate with the states and in our internal systems Develop and maintain the strategy and processes for resignations and future address changes Lead data cleanup efforts, including work with external partners, to keep customer records accurate Stay current on state and regulatory requirements that affect RA and virtual mail operations, and partner with Legal on regulatory questions Track and report vendor quality and compliance metrics across RA and virtual mail, such as findings closed on time, vendor performance trends, and address-change turnaround Continuously improve quality and compliance processes, using AI tools to analyze trends and scale follow-up, with careful human review of every output Engage in growth-focused assignments, one-time projects, and cross-functional collaboration that contribute to department and organizational goals You have 5+ years of experience in vendor quality, compliance, partner management, or operations, ideally in a regulated or compliance-driven environment Experience managing external partner performan…

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