Director, Vendor Operations - Healthcare SaaS

Banyan Software

2h•$125,000 - $150,000

About The Position

Banyan Software is seeking a Director of Vendor Operations & Success for O.R. TRAX, a healthcare SaaS company that automates credentialing, enforces compliance, and improves operating room throughput. This role is hands-on and leadership-oriented, focusing on stabilizing, documenting, and improving the vendor support operation. The Director will manage direct reports while remaining deeply involved in daily tasks, building credibility through execution. Over time, the scope can expand to include customer success and the full vendor and facility-side experience. Vendors in this context are individual surgical reps, medical device reps, and field-based users who access hospital and ASC operating rooms and are required to maintain compliance through the O.R. TRAX platform.

Requirements

10+ years of experience owning vendor operations, support operations, customer success, or partner operations, within a healthcare SaaS, health tech, or medical device environment strongly preferred.
Demonstrated experience personally stabilizing or building a support or vendor operations function at a SaaS company, not just managing a mature team but building the systems and structure from an early stage.
Hands-on first mindset, you are comfortable and willing to be in the work alongside your team, not above it.
Experience managing at least one direct report from day one, with a track record of building small, high-accountability teams that scale through leverage
Healthcare domain knowledge, familiarity with hospital and ASC vendor workflows, surgical rep credentialing, OR access management, or medical rep compliance is a meaningful differentiator.
Strong automation and systems-building instinct; proven track record of eliminating manual processes through workflow design, SOPs, ticketing systems, and collaboration with Product and Engineering.
Experience managing payments workflows; refunds, disputes, edge-case financial handling, familiarity with Stripe or similar platforms preferred.
Proficiency with CRM, ticketing, and workflow tools such as Salesforce, Jira, Airtable, Zendesk, or similar.
Experience with call center operations or high-volume user support at scale (30,000+ users) is a strong plus.
Excellent communication skills, able to engage effectively with individual vendor users, cross-functional peers, and COO-level leadership.
Ambition and track record to match, this role has a clear and fast path to broader operational ownership for someone who executes.

Responsibilities

Own Vendor Lifecycle Operations: Step in immediately as the operational owner of vendor support — taking over from founder-level ownership and establishing structure, accountability, and quality across all inbound support for 25,000–30,000 surgical and medical reps.
Lead & Develop a Small Team: Manage and coach 1–2 direct reports, building a high-performing micro-team with clear ownership, strong execution culture, and the capacity to scale without adding excessive headcount.
Drive Automation Across Workflows: Identify manual, repetitive processes and partner with Product and Engineering to systematize and eliminate them, building a vendor operations engine that scales to 50,000 users without proportional cost.
Build & Scale Operational Systems: Design and implement SOPs, escalation frameworks, vendor segmentation models, and workflow documentation, creating the operational infrastructure O.R. TRAX needs for its next stage of growth.
Operate with Revenue Accountability: Own refund management, dispute resolution, cancellations, and vendor status changes with accuracy and urgency, protecting revenue and reducing churn across the vendor base.
Act as Vendor Experience Owner: Go beyond transactional support, understand vendor pain points, retention risks, and lifecycle patterns, and use those insights to improve the end-to-end vendor experience.
Partner Cross-Functionally: Collaborate with Implementation, Sales, Product, and Engineering to align vendor needs, surface systemic issues, and drive proactive resolution before problems reach scale.
Maintain System Integrity & Reporting: Ensure CRM, ticketing, and credentialing systems are audit-ready and consistently updated; deliver regular performance reporting on vendor trends, SLA compliance, and operational health.
Bridge to Customer Success: Over time, extend operational ownership to the facility-facing side, building a unified vendor and customer success function that protects and grows O.R. TRAX's installed base.