Manager, Support Vendor Management

Headspace Sourcing

4h•Hybrid

About The Position

We’re looking for a Manager, Support Vendor Management to join our Member Care & Advocacy (MCA) team and lead critical areas of our support operations. You’ll play a pivotal role in shaping how we show up for our members—ensuring every experience is thoughtful, high-quality, and rooted in care—while building the systems and processes that enable us to grow with intention. This is a unique opportunity to sit at the heart of the member experience. As part of the MCA team, you’ll have a front-row seat to every aspect of the company’s growth, gaining deep insight into what our members need and where we can do better. You’ll serve as a key lead for members’ support experience —making it more seamless, more empathetic, and more impactful. This role will specifically oversee the Support team’s outsourced relationships, which directly shapes how members experience our service. Most importantly, this role gives you the chance to bring our mission to life in a tangible way, ensuring that every interaction helps members feel supported, understood, and cared for.

Requirements

5+ years of experience in customer support or operations, with 3+ years in leadership roles
Proven experience managing Business Process Outsourcer (BPO) or equivalent vendor relationships
Strong analytical and reporting skills, with the ability to translate data into actionable insights
Demonstrated ability to coach, develop, and manage high-performing teams
Excellent communication and stakeholder management skills, with experience working across internal teams and external partners
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Experience in a tech-enabled or digital health/mental health environment
Familiarity with AI-driven support tools (e.g., chatbots, automation, LLM-based support)
Experience building or scaling support operations in a high-growth company
Familiarity with common support tools (e.g., Zendesk, Salesforce, QA platforms, analytics tools)

Responsibilities

Own and manage the relationship with our Business Process Outsourcer (BPO), ensuring alignment on performance, quality, and operational goals
Define and execute the strategy for outsourced support, including vendor management, cost optimization, and long-term scalability
Monitor and evaluate outsourced support performance, leveraging data to identify trends, surface insights, and drive continuous improvement
Lead a team of agents responsible for handling member interactions, including high risk escalations
Partner cross-functionally and collaborate with external vendors to ensure alignment on policies, processes, and tooling updates
Serve as the central point of contact for high-priority escalations, driving timely resolution and maintaining clear communication with stakeholders