Be Part of Our Next Chapter
For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.
Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
The Vendor Performance Manager – Deployment Operations governs post-award vendor performance across Coates deployment programs by ensuring installation partners consistently meet contractual, operational, and customer performance expectations. This role drives SLA compliance, quality assurance, technician certification adherence, and vendor accountability through performance reporting, governance frameworks, and continuous improvement initiatives. By serving as the operational bridge across Deployment, Strategic Sourcing, Finance, and Account Management, this role improves deployment execution quality, reduces operational risk, and strengthens vendor delivery performance.
Responsibilities:
•Own deployment vendor governance frameworks, performance scorecards, and compliance enforcement mechanisms across deployment programs.
•Develop, manage, and continuously optimize vendor performance scorecards and operational reporting frameworks to monitor SLA compliance, installation quality, technician certification, and deployment execution performance.
•Lead vendor governance reviews, performance escalations, and corrective action initiatives to address systemic operational gaps, enforce accountability, and drive continuous vendor performance improvement.
•Ensure deployment vendors maintain compliance with contractual SLAs, technician certification requirements, installation standards, documentation protocols, and safety requirements.
•Track installation quality indicators such as defects, repeat visits, punch lists, and rework trends.
•Monitor vendor capacity and coverage to ensure deployment programs are adequately supported.
•Partner with Finance to support vendor payment governance, SLA enforcement, and service credit accountability where applicable.
•Manage the timely assignment and scheduling of deployment sites to installation partners, ensuring crews are aligned with program timelines and capacity.
Qualifications:
• 3+ years of experience in vendor management, deployment operations, field services, or service governance
• Strong understanding of SLA management, vendor compliance, and operational performance metrics
• Experience managing third-party vendors, field service providers, or installation networks
• Proven ability to analyze performance data, develop scorecards, and drive operational improvements
• Strong cross-functional collaboration skills across Deployment, Finance, Sourcing, and Account Management
• Proficiency in Excel, reporting tools, and vendor performance dashboards
• Experience with deployment quality controls, audits, or service governance preferred
Capabilities:
•Data-driven decision making and performance analysis
•Governance framework implementation
•Operational risk management
•Strong operational discipline and accountability
•Strategic vendor accountability
•Vendor governance and operational compliance leadership
•Performance systems design
•Escalation management and issue resolution
•Strong communication and executive reporting skills
•Cross-functional business influence