Manager – Supplier Management, Digital Applications Support

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Lead the development and execution of vendor-managed support initiatives.

• Oversee essential Statements of Work (SOWs).

• Create a cohesive Level 1 (L1) support framework across the digital platform ecosystem.

• Design and implement an L1 Support Playbook for digital customer support products, encompassing Microsoft products, data warehouses, and customer portals.

• Define and monitor performance KPIs.

• Identify opportunities for automation and curate a backlog of use cases.

• Enhance self-service and guided support options for end users.

• Coordinate business and technical support requirements across various programs.

• Manage vendors and Customer Support Operations-related SOWs from scope definition through to approval, execution, and governance.

• Facilitate regular vendor business reviews.

• Analyze digital and data-related SOWs to pinpoint redundant or outdated outsourced tasks.

• Decrease vendor expenditures through consolidation, optimization, retirement of SOWs, automation, and integration.

• Collaborate with Finance and product stakeholders to assess cost savings.

• Contribute to product integration initiatives and digital-first replacements.

• Establish reporting, governance, and expenditure-tracking mechanisms.

• Promote operational excellence throughout vendor engagement and support operations.

⛳️ Requirements

• Bachelor’s Degree with 10 years of experience; OR an Advanced Degree with 7 years of experience.

• Proven experience managing multiple external vendors and Statements of Work (SOWs), including scope definition, approvals, contract execution, and performance governance.

• Experience in support operations, preferably L1 support within digital products or enterprise systems.

• Capable of developing processes, KPIs, and standard operating procedures.

• Strong analytical skills and financial expertise.

• Experience assessing vendor expenditures and identifying cost-saving opportunities.

• Proficient in using data to evaluate operational performance and impact.

• Experience leading structured business reviews.

• Skilled in synthesizing vendor performance data and fostering accountability with external partners.

• Excellent communication and stakeholder management abilities.

• Ability to oversee complex projects and manage competing priorities across teams and vendors.

• Familiarity with digital support tools, automation platforms, or ticketing systems.

• Must be a U.S. Person.

• Security clearance is not required.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability.

• Long-term disability.

• 401(k) match.

• Flexible spending accounts.

• Flexible work schedules.

• Employee assistance program.

• Employee Scholar Program.

• Parental leave.

• Paid time off.

• Holidays.

• Annual short-term and/or long-term incentive compensation programs may be available.