Vendor Operations Lead

Job Summary

Driving results for patient-facing BPO partnerships, the full-time remote Vendor Operations Lead will manage partner performance, ensure alignment with internal teams, and improve operational processes to enhance patient access to mental health care.

Key responsibilities

• Own day-to-day BPO partner performance, tracking results against goals and leading improvement initiatives
• Serve as the main point of contact between BPO partners and internal teams, ensuring priorities and expectations are aligned
• Utilize data to identify trends and develop actionable plans for performance enhancement

Required qualifications

• 4+ years of experience in contact center or CX operations with a strong understanding of metrics, processes, and tools
• Experience managing BPO or outsourced teams, demonstrating the ability to build respectful partnerships while holding partners accountable
• Analytical mindset with a track record of using data to drive operational improvements
• Proven ability to build structure and improve operations in a fast-paced environment
• Motivated by the mission to make mental health care accessible and affordable