Vendor Program Manager, Process Innovation
About The Position
We are looking for a mission-driven, high-impact team member who is passionate about making mental health more affordable and excited by the entrepreneurial challenge of scaling a Core Operations team. Today, our Process Innovation team acts as an internal consulting and implementation engine for our broader Insurance Ops organization. As a Vendor Program Manager, you will play a pivotal role in shaping how we stand up, manage, and scale our external partnerships. Reporting to the Sr. Director of Process Innovation, you will oversee the day-to-day management of our largest vendor, manage the broader Ops vendor portfolio, and lead strategic projects or incident responses. You will ensure consistent, high-quality experiences for our providers and clients while continuously optimizing workflows for our internal teams. The ideal candidate is a creative problem-solver with exceptional program management skills. You thrive in cross-functional environments and can seamlessly translate high-level strategic initiatives into actionable, detail-oriented plans. What you’ll do: This role balances two core pillars: building the foundational infrastructure for vendor management and executing day-to-day performance oversight.
Requirements
- You have 4–6 years of experience in Business Operations or Program Management, ideally within healthcare, revenue cycle management (RCM), or high-growth startup environments.
- You bring 2+ years of direct experience in BPO vendor management, including a proven track record of executing vendor RFPs and managing vendor portfolios of 10+ vendors.
- You have demonstrated experience building vendor management programs from scratch and scaling them to maturity
- You possess strong analytical skills and the ability to translate complex data into actionable program recommendations.
- You are a skilled communicator who can influence cross-functional stakeholders and external partners at all levels.
- You are relentlessly organized, with a meticulous eye for detail and a knack for managing complex, moving parts.
- You have experience working with contract platforms, project management tools (such as Asana), and AI to streamline the work involved in managing vendors
Responsibilities
- Build the Ops vendor management program from the ground up, designing frameworks and SOPs to source and assess vendors, monitor usage, performance, ROI, SLAs, and renewals
- Lead oversight for third-party service partners, ensuring strict alignment with KPIs, SLAs, and contractual obligations
- Analyze vendor data and financial performance to identify trends, surface insights, and drive continuous improvement
- Hold ongoing QBRs, retros, and standing check-ins to ensure vendors are performing
- Support teams in evaluating (or re-evaluating) the ideal vendors, creating templates and repeatable processes to ensure we are bringing on the best vendors, under the right terms, and proactively renewing or discontinuing vendors based on performance
- Partner with Finance, InfoSec, and Legal to manage renewals and ensure all vendors meet our rigorous compliance and security standards
- Own and run ops' BPO relationship; coordinate staffing levels, manage escalation, resolve performance issues, and foster collaborative partnerships between our BPO and our delivery teams.
- Collaborate with Delivery, IT, Compliance, and Finance to implement vendor enhancements and limit disruptions caused by vendors
- Drive strategic project management for critical escalations, business-driven incidents, or high-priority special projects.
Benefits
- We’re a remote-first company
- Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
- 401K plan (ADP)
- Monthly therapy and wellness stipends
- Monthly co-working space membership stipend
- Monthly work-from-home stipend
- Financial wellness benefits through Northstar
- Pet discount program through United Pet Care
- Financial perks and rewards through BenefitHub
- EAP access through Aetna
- One-time home office stipend to set up your home office
- Comprehensive parental leave plans
- 12 paid holidays and 1 Alma Give Back Day
- Flexible PTO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
251-500 employees
