CX Vendor Manager

📋 Description

• Oversee the complete vendor management lifecycle for outsourced contact center partners, encompassing selection, onboarding, and ongoing relationship management.

• Establish vendor expectations and performance metrics, defining KPIs and SLAs, and consistently assess results against contractual obligations.

• Create and implement Statements of Work (SOWs) that clearly outline deliverables, staffing models, performance indicators, and accountability.

• Monitor vendor performance through weekly operating reviews, quarterly business reviews (QBRs), and continuous improvement initiatives.

• Act as the main liaison between vendors and internal stakeholders, ensuring both operational and strategic alignment.

• Recognize performance risks and areas for improvement within vendor operations and initiate appropriate mitigation actions.

• Establish and uphold vendor management standards to facilitate effective change management and operational consistency.

• Collaborate with internal teams and vendors to promote improvement, innovation, and value creation in line with company objectives.

⛳️ Requirements

• Bachelor’s degree in Business Administration or a related field, along with 5+ years of experience in healthcare operations (Medicaid and/or Medicare); experience with MMIS is preferred but not mandatory.

• Over 5 years of experience managing vendor performance in contact center and back-office healthcare operations, including customer contact, eligibility, provider enrollment, authorized services, or claims.

• In-depth understanding of Workforce Management (WFM) principles, with a proven ability to collaborate effectively with WFM teams and vendors to ensure proper staffing, early detection of attrition and absenteeism trends, and proactive risk mitigation regarding service levels.

• Excellent executive communication skills, with the ability to influence stakeholders, analyze performance data, and provide clear, data-driven recommendations.

• High level of analytical and technical proficiency, including expertise in Microsoft Office and contact center/back-office tools such as Verint and LLM-enabled solutions.

• Familiarity with MMIS (Medicaid Management Information System) or similar systems is advantageous but not essential.

🏝️ Benefits

• Generous, flexible vacation policy

• 401(k) employer match

• Comprehensive health benefits

• Educational assistance

• A variety of leadership and technical development academies to enhance your skills and capabilities