CX Vendor Manager

Gainwell Technologies LLC

2d•Remote

About The Position

This is a lead-level, individual-contributor role. The Professional, Vendor Manager, provides direct oversight of outsourced contact center and back-office operations for assigned vendors. The Professional is responsible for ensuring vendors consistently deliver high-quality, compliant, and cost-effective performance aligned with contractual obligations and business objectives. You will monitor, manage, and optimize vendor performance through structured governance, data-driven analysis, and continuous improvement initiatives. Serving as a liaison between internal stakeholders and external partners, you will translate business requirements into operational execution and hold vendors accountable for results. This role also acts as a subject matter expert in vendor management, supporting standardization, optimization, and value realization across the vendor portfolio.

Requirements

Bachelor’s degree in Business Administration or related field with 5+ years of healthcare operations experience (Medicaid and/or Medicare); MMIS experience preferred but not required.
5+ years managing vendor performance across contact center and back-office healthcare operations, including customer contact, eligibility, provider enrollment, authorized services, or claims.
Advanced knowledge of Workforce Management (WFM) principles, with demonstrated ability to partner effectively with WFM teams and vendors to ensure appropriate staffing, early identification of attrition and absenteeism trends, and proactive mitigation of service-level risks.
Strong executive communication skills, with the ability to influence stakeholders, analyze performance data, and deliver clear, data-driven recommendations.
High analytical and technical proficiency, including Microsoft Office and contact center/back-office tools such as Verint and LLM-enabled solutions.
Experience with MMIS (Medicaid Management Information System) or similar systems is a plus but not required.

Nice To Haves

MMIS experience preferred but not required.
Experience with MMIS (Medicaid Management Information System) or similar systems is a plus but not required.

Responsibilities

Own the full vendor management lifecycle for outsourced contact center partners, including selection, onboarding, and ongoing relationship management.
Set vendor expectations and performance standards, defining KPIs and SLAs and regularly evaluating results against contractual commitments.
Develop and execute Statements of Work (SOWs) that clearly define deliverables, staffing models, performance measures, and accountability.
Manage vendor performance through weekly operating reviews, QBRs, and continuous improvement initiatives.
Serve as the primary point of contact between vendors and internal stakeholders, ensuring operational and strategic alignment.
Identify performance risks and improvement opportunities within vendor operations and drive mitigation actions.
Establish and enforce vendor management standards to support effective change management and operational consistency.
Partner with internal teams and vendors to drive improvement, innovation, and value creation aligned to company goals.