ISP Relations Manager

Lead the Network. Drive Operational Excellence. Build Lasting Partnerships.

If you’re a strategic leader who thrives on building strong business relationships, developing high-performing teams, and improving operational performance, this is your opportunity to make a measurable impact while helping shape the future of service delivery.

Sewell, New Jersey / Naples, Florida

Who We Are

NEST is a pioneer in the Integrated Facilities Management (IFM) industry. Since 1994, we’ve helped multi-site organizations reduce costs and improve operational performance through industry-leading technology, operational excellence, and a nationwide network of trusted Independent Service Providers (ISPs).

Our success is built on strong partnerships—with our clients, our service providers, and each other.

What You’ll Do

As the ISP Relations Manager, you’ll lead a growing department responsible for developing, managing, and optimizing NEST’s nationwide Independent Service Provider (ISP) network. You’ll oversee provider strategy, team leadership, operational performance, and continuous improvement initiatives that directly impact customer satisfaction, service quality, and company profitability.

You’ll work closely with Operations, Client Services, Finance, Technology, and other departments to ensure our provider network continues to deliver exceptional service across every market we support.

Responsibilities include:

• Lead the day-to-day operations of the ISP Relations department while coaching, developing, and supporting Supervisors, Specialists, and Associates.
• Build, grow, and maintain a high-performing nationwide network of Independent Service Providers.
• Oversee provider sourcing, onboarding, compliance, credentialing, performance management, and relationship development.
• Conduct recurring business reviews with providers to improve service quality, operational performance, compliance, and profitability.
• Negotiate provider pricing and agreements while balancing long-term partnerships with company financial objectives.
• Analyze provider performance, utilization, market coverage, and operational trends to identify improvement opportunities.
• Identify provider coverage gaps and implement strategic recruiting and retention initiatives to strengthen the network.
• Monitor departmental KPIs, dashboards, and reporting to drive informed business decisions.
• Develop and implement process improvements that increase efficiency, consistency, and service quality.
• Champion technology enhancements, reporting tools, automation, and system improvements that support operational excellence.
• Partner with Operations, Client Services, Finance, Human Resources, and Technology to achieve organizational objectives.
• Resolve escalated provider and client concerns while maintaining exceptional customer satisfaction.
• Foster a culture of accountability, continuous improvement, collaboration, and professional development within the department.

Who Thrives in This Role

• Strategic leaders who enjoy developing people and building high-performing teams.
• Relationship builders who excel at negotiating and managing long-term business partnerships.
• Analytical decision-makers who balance financial performance with operational excellence.
• Collaborative professionals who enjoy solving complex business challenges across multiple departments.
• Leaders who embrace accountability, innovation, and continuous improvement.
• Professionals who are energized by creating scalable processes and driving measurable results.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, or a related field.
• Minimum of 7 years of progressive experience in facilities management, vendor management, supplier management, contractor network management, field service operations, or a related operational environment.
• Minimum of 3 years of leadership experience managing teams and developing employees.
• Strong financial acumen with experience analyzing profitability, pricing strategies, KPIs, and operational metrics.
• Experience leading cross-functional operational initiatives and driving continuous improvement.
• Excellent communication, negotiation, coaching, and relationship management skills.
• Strong analytical and problem-solving abilities with the ability to make data-driven decisions.
• Proficiency in Microsoft Office, …