Manager – Supplier Management, Digital Applications Support

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

📋 Description

• Lead the strategy and implementation of vendor-managed support initiatives.

• Oversee critical Statements of Work (SOWs).

• Establish a cohesive Level 1 support model across the digital platform ecosystem.

• Create and execute an L1 Support Playbook for Microsoft products, data warehousing, and customer portals.

• Define and monitor performance KPIs.

• Collaborate with Product Owners, suppliers, and IT to uncover automation possibilities.

• Develop a backlog of automation use cases.

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

• Align business and technical support requirements across programs.

• Manage vendors and oversee Customer Support Operations-related SOWs from scope definition to governance.

• Conduct regular vendor business reviews focusing on service delivery, initiatives, and expenditures.

• Identify and eliminate redundant or outdated outsourced work across Customer Support, Marketing, and Engineering.

• Decrease vendor expenses through consolidation, streamlining, retirement of SOWs, automation, and integration.

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

• Highlight outsourcing costs and align teams toward digital-first alternatives.

• Establish reporting, governance, and spend-tracking systems.

• Promote operational excellence within 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 SOWs, including scope definition, approvals, contract execution, and performance governance.

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

• Capability to develop processes, KPIs, and standard operating procedures.

• Strong analytical and financial skills.

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

• Proficient in utilizing data to evaluate operational performance and its impact.

• Experience leading structured business reviews.

• Skilled in synthesizing vendor performance data.

• Experience fostering accountability with external partners through well-defined metrics and expectations.

• Must be a U.S. Person.

• This is a U.S.-based role.

🏝️ 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.

• Primarily remote work from home.