Vendor Program Manager (Hybrid)

MAPFRE•Webster, MA

2d•Hybrid

About The Position

Are you a dynamic relationship‑builder with a passion for operational excellence? Do you thrive in fast‑paced environments where strategic partnerships and performance optimization make a real impact? Join Mapfre USA as our next Vendor Program Manager and play a pivotal role in shaping the success of our Enterprise Contact Center and Insurance Operations. This is your chance to lead high‑visibility initiatives, strengthen key vendor relationships, and drive meaningful improvements across the organization. Summary Responsible for the execution, oversight, and continuous improvement of strategic vendor partnerships across Mapfre USA in support of the Enterprise Contact Center and Insurance Operations. In collaboration with leadership, this role will lead day-to-day governance of vendor relationships, ensuring all vendors are performing to contractual expectations and COPC-aligned standards for BPO vendors. The Vendor Program Manager will monitor and manage performance metrics, provide structured reporting and analysis, manage the full contract and invoice lifecycle, and support the execution of strategic initiatives.

Requirements

Bachelor’s Degree in a related field Preferred or Associate’s Degree Required
4-6 years of vendor management, BPO oversight, or operations leadership Preferred or 6-8 year of related experience with Associates Degree Required
Strong oral and written communication skills.
Excellent organizational and multitasking capabilities.
Proficiency in analytical reporting and metric interpretation.
Advanced skills in Microsoft Excel, PowerPoint, and business intelligence tools.

Responsibilities

Serve as the day-to-day liaison with ECC and Insurance Operations vendors and BPO partners. Foster strategic relationships and ensure alignment with Mapfre goals.
Monitor contractual performance using defined metrics and KPIs including SLA adherence, budget compliance, and quality assurance.
Track and document vendor performance issues; request action plans and lead follow-up to resolution.
Closed-Loop Feedback System: Ensure that every vendor performance issue is tracked with a documented root cause analysis, action plan, and resolution timeline.
Provide structured support to vendors as designed by the COPC operating model.
Manage the contract and invoice repository. Lead the reconciliation of invoices, budget tracking, and vendor cost forecasting.
Monthly Governance Framework: Create a calendar of recurring vendor reviews with structured agendas including SLA review, variance root cause, invoice reconciliation, and forecasting.
Annual Vendor Reviews: Include formal year-end performance evaluations for each vendor, feeding into renewal or renegotiation decisions.
Action Plan Tracker: Maintain a live document of all open vendor action items and follow-ups.
Ensure adherence to schedules, shrinkage, and staffing expectations by monitoring performance against scheduling.
Resolve service escalations originating from internal departments or external customers in relation to vendor performance.
Support bid and RFP processes for new vendor selection and procurement.
Manage the onboarding and offboarding process for vendors, including operational readiness and knowledge transfer.
Partner with Workforce Management to ensure vendor staffing plans are accurate and support overall vendor strategy.
Lead vendor-side initiatives aligned with department goals, including pilot testing, performance remediation, and continuous improvement.
Represent the department in cross-functional projects involving vendor technology integrations, compliance, and customer experience enhancements.
Uphold COPC-aligned governance practices to ensure vendor performance is measured, documented, and optimized through continuous feedback loops.
Champion the Mapfre brand through effective vendor engagement, communication, and accountability.