Vendor Manager, Operational Vendor Support
Manages a portfolio of complex operational vendors, driving service quality, financial governance, SLA performance, and issue resolution. The role requires 6+ years of vendor or outsourcing management experience, strong analytics and negotiation skills, and the ability to mentor colleagues and lead improvement initiatives.
About the job
Responsibilities
- Own day-to-day management and performance oversight of an assigned portfolio of operational vendors.
- Lead performance forums, synthesize operational and financial data, diagnose root causes, structure trade-off decisions, and drive vendor accountability.
- Escalate complex, sensitive, or high-risk vendor issues; negotiate resolutions and build consensus with cross-functional stakeholders.
- Help design and prioritize vendor-performance metrics and trigger/appetite frameworks.
- Resolve complex operational issues and recommend data-driven trade-offs.
- Own vendor invoice management and financial governance, ensuring alignment with contracts and improving reconciliation processes.
- Lead quality and calibration programs, create remediation plans, and coach vendors and colleagues on quality standards.
- Mentor less experienced vendor managers and lead vendor-management projects or process initiatives.
- Partner with Legal, Sourcing, and Finance on contractual obligations and vendor-process improvements.
- Contribute to onboarding, team culture, and change-management efforts.
Requirements
- 6+ years of experience in vendor management, claims adjusting, or outsourcing management, with increasing scope, initiative leadership, or mentoring experience.
- Experience independently managing large-scale, complex operational vendors, such as call centers or third-party administrators, including executive-level vendor relationships.
- Strong analytical skills and proficiency with Excel or Sheets, SQL, or business-intelligence tools.
- Excellent negotiation, executive communication, and stakeholder-management skills.
- Deep understanding of SLA frameworks, budgeting, and contract management.
- Expertise in quality management, process improvement, including Lean or Six Sigma, and change management.
- Knowledge of the competitive vendor and outsourcing landscape.
- Experience coaching or mentoring colleagues and leading projects or workstreams.
Compensation and Benefits
- Base pay range: $156,000–$195,000 USD.
- May be eligible for bonus, equity, benefits, and Employee Travel Credits.
Skills
Vendor Management, Claims Adjusting, Outsourcing Management, Excel, SQL, Tableau, Looker, Power BI, Sla Frameworks, Contract Management, Budgeting, Lean, Six Sigma, Change Management, Quality Management
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