PX Vendor Management Lead

Roche • South San Francisco, CA

1d • $127,500 - $236,900 • Hybrid

About The Position

The CMG Patient Strategy aims to create a holistic, cross-functional approach to deliver a best-in-class patient experience that aligns with the portfolio, technology tools, and consumer-driven patient expectations in a rapidly evolving business landscape. As the PX Vendor Management Lead (SE7) within PX Delivery, you will lead the day-to-day operational performance of third-party vendors (such telephony, call center, and other services partners) to ensure high-quality patient support. You will drive accountability, resolve escalations, and align operations across the organization.

Requirements

• Bachelor’s degree or equivalent experience.
• 5–8 years of experience in vendor management, operations, or customer support within healthcare, pharmaceuticals, or related industries.
• Demonstrated understanding of access, reimbursement, and healthcare environments.
• Proven track record of managing third-party operational vendors, owning SLAs, performance scorecards, and contract adherence.
• Experience driving issue resolution, managing escalations, and navigating highly regulated compliance environments.

Nice To Haves

• Strong business fundamentals and demonstrated ability to prepare for and lead business reviews with executive stakeholders.
• Strong negotiation skills with direct experience negotiating vendor contracts.
• Cross-functional cross-collaboration experience within complex, matrixed patient services or public affairs structures.

Responsibilities

• Own day-to-day performance, financial tracking per contract/SOW, and operational management of vendors supporting PX delivery to meet service, quality, and cost expectations.
• Monitor vendor performance using SLAs and scorecards, identifying gaps and driving corrective action plans and Quarterly Business Reviews (QBRs).
• Establish and execute vendor governance processes, providing leadership with clear visibility into risks, dependencies, and performance metrics.
• Partner with internal teams (such as Delivery, GPF, and Strategy & Experience teams) to align vendor practices, maximize efficiencies, and support vendor selection.
• Lead end-to-end issue resolution and vendor escalations to minimize operational disruptions to patient and customer support.
• Ensure strict adherence to contractual terms, SLAs, compliance, and regulatory requirements alongside Legal, HCO, and Procurement teams.
• Seamlessly integrate third-party vendors into existing PX workflows, platforms, and operational models.

Benefits

• Discretionary annual bonus may be available based on individual and Company performance.
• The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree