Accounts Payable Manager - Vendor Support

Job description

We Deliver the Goods

• Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more
• Growth opportunities performing essential work to support America’s food distribution system
• Safe and inclusive working environment, including culture of rewards, recognition, and respect

Key Responsibilities

Team Leadership & Operations

• Lead, coach, and develop a team of AP Vendor Support associates and team leads responsible for managing all incoming vendor and internal customer inquiries.
• Oversee daily ticket queue operations, ensuring timely, accurate, and high-quality resolution in alignment with service level expectations.
• Establish clear performance expectations, KPIs, and accountability measures to drive productivity, quality, and customer satisfaction.
• Foster a customer-first culture focused on responsiveness, ownership, and continuous improvement.
• Hire, train, and evaluate staff to ensure strong performance and career development.

Process Improvement & Customer Experience

• Analyze ticket trends and root causes to identify systemic issues and implement scalable process improvements.
• Partner with cross-functional teams to resolve recurring vendor and internal customer concerns.
• Develop and maintain standard operating procedures, training materials, and knowledge management resources to improve consistency and efficiency.
• Monitor and report on key service metrics (e.g., resolution time, backlog, quality, customer satisfaction) and drive action plans to address gaps.

Accounts Payable Oversight

• Provide oversight of vendor inquiry resolution related to invoice processing, payments, discrepancies, and account status.
• Ensure accurate and timely processing of accounts payable transactions, including full disbursement cycle support.
• Support vendor dispute management and drive timely resolution of debit balances and discrepancies.
• Oversee Vendor Master updates and ensure proper controls and timely processing.
• Partner with accounting, treasury, tax, and IT teams to ensure alignment and issue resolution.

Controls, Compliance & Reporting

• Ensure adherence to company policies, internal controls, and SOX compliance requirements.
• Support audits, regulatory requirements (e.g., 1099 reporting), and other compliance related activities as needed.
• Maintain a strong control environment within vendor support processes, including proper documentation and escalation protocols.

Collaboration & Continuous Improvement

• Act as a liaison between AP, General Accounting, Treasury, IT, Tax, and other departments. Lead or participate in projects related to system enhancements, automation, and process optimization.
• Drive initiatives that improve efficiency, reduce manual effort, and enhance the overall vendor and customer experience

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