Vendor Operations Lead, Healthcare

Banyan Software

About The Position

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build, and grow great enterprise software businesses around the world that have dominant positions in niche vertical markets. Founded in 2016 with a permanent capital base, Banyan follows a buy-and-hold-for-life strategy designed to preserve founder legacies and support long-term growth. Banyan is proud to be Great Place to Work® Certified, committed to making an enduring impact, and recognized for the last five years as one of the fastest-growing private companies in the U.S. on the Inc. 5000, as well as a top 10 company on the Deloitte Technology Fast 500. About the O.R. TRAX: O.R. TRAX is a healthcare SaaS company transforming how hospitals and ambulatory surgery centers manage vendor access and surgical scheduling. The platform automates credentialing, enforces compliance, and improves operating room throughput at enterprise scale. Trusted by leading health systems across the U.S., O.R. TRAX supports hundreds of hospitals and a rapidly growing vendor network. As the vendor base scales beyond 25,000 users, operational excellence and vendor experience are critical to protecting revenue, ensuring compliance, and maintaining customer trust. About the Role: We are seeking a highly capable Vendor Operations Lead to own and scale vendor operations across the O.R. TRAX platform. This role reports directly to the COO and is responsible for building a structured, scalable, and automated vendor operations engine. This is a high-impact role that goes beyond traditional support. You will act as the operational owner of the vendor experience, managing lifecycle operations, resolving escalations, protecting revenue, and driving automation across workflows. The ideal candidate brings strong operational discipline, a systems mindset, and experience working with healthcare vendors or field representatives.

Requirements

5+ years of experience owning vendor operations, support, or partner operations in healthcare, health tech, or medical device environments.
Strong understanding of healthcare vendor workflows, including experience working with medical representatives, hospitals, or ambulatory surgery centers.
Proven ability to operate independently with full ownership of operational processes and outcomes.
Experience managing payments workflows (e.g., Stripe or similar), including refunds, disputes, and edge-case handling.
Demonstrated ability to build and scale operational processes, including SOP creation, workflow design, and system implementation.
Strong systems thinking with familiarity across tools such as CRM, ticketing platforms, and workflow systems (e.g., Jira, Airtable, or similar).
Excellent written and verbal communication skills, with the ability to interact effectively with vendors and senior stakeholders.
Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

Nice To Haves

Experience leading or scaling support/operations teams is a strong plus.

Responsibilities

Own Vendor Lifecycle Operations: Serve as the single point of accountability for vendor operations, including onboarding, credentialing, support, renewals, and escalations.
Operate with Revenue Accountability: Manage refunds, disputes, cancellations, and vendor status changes with accuracy and urgency to protect revenue and prevent churn.
Build & Scale Operational Systems: Develop SOPs, workflows, and processes to ensure consistency, scalability, and operational rigor across vendor interactions.
Drive Automation Across Workflows: Identify repetitive tasks and partner with Product and Engineering to systematize and eliminate manual processes.
Act as Vendor-Side Owner: Take ownership of vendor experience, retention, and operational performance, ensuring processes align with real-world vendor workflows.
Manage Support & Logistics: Oversee badge pairing, shipment tracking, inbound support requests, and SLA adherence with high attention to detail.
Partner Cross-Functionally: Collaborate with Implementation, Sales, Product, and Engineering teams to anticipate vendor needs and resolve issues proactively.
Maintain System Integrity: Ensure CRM and ticketing systems are audit-ready, fully documented, and consistently updated.
Design Playbooks & Reporting: Develop frameworks for vendor segmentation, escalation handling, retention risk, and renewals; deliver regular reporting on trends and performance.

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