Sr. Manager, Vendor Operations

About the role

We are looking for a strategic and results-oriented Customer Experience leader to manage and scale our Partner (BPO) delivered operations. This role will focus on developing and executing strategies that drive innovation and operational excellence across our global partner ecosystem to deliver stellar member interactions.

In this role, you’ll lead and develop a tenured team of operations managers while driving key initiatives to improve our member and service experience. You’ll analyze performance trends, uncover root causes, and define a forward-looking strategy for how our support model evolves—partnering cross-functionally to bring that strategy to life.

You will own the performance of our external partners, including SLAs, quality, and operational efficiency, while driving accountability and continuous improvement across our BPO ecosystem. This includes leading partner governance, performance reviews, and escalation management, and influencing senior leaders across finance, procurement, operations, and strategy to deliver impact today while building for the future.

The base salary offered for this role and level of experience will begin at $172,000.00 and up to $238,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Be an Action Enabler
  • Leadership & Influence: Lead and influence cross-functional teams (internal and external) without authority, driving alignment and results through clear direction, strong execution, and effective navigation of ambiguity, while influencing senior leaders and empowering teams to deliver high-impact outcomes.
  • Partner Performance & Accountability - Own end-to-end partner performance across SLAs, quality, and efficiency, driving continuous improvement and accountability. Lead partner negotiations and commercial terms to ensure strong performance, favorable outcomes, and alignment with business and compliance standards.
  • Insights & Operational Excellence - Leverage insights and trends to inform partner and business strategy, while balancing risks and driving operational excellence initiatives that improve member experience and ensure compliance.
• Be a Talent Builder
  • Be a mentor; Develop team members and foster a culture of innovation, collaboration and continuous improvement. Assist the team to make data-driven decisions in developing the roadmap to improve the service experience
  • Enable growth; Maintain a high bar in terms of influencing and analytical depth for your team through selective hiring and mentorship. 
  • Nurture talent; Focus on building a team of diverse individuals who feel supported, valued and empowered to accomplish ambitious business and professional goals.
• Be a Visionary and StoryTeller
  • Vision & Strategic Clarity - Set and align teams around a compelling vision, connecting day-to-day work to broader company goals. Break down complex problems into clear, structured approaches that drive focus and execution.
  • Partner Performance and Strategy -  Develop and implement a comprehensive partner strategy that aligns with the company’s goals and objectives, ensuring long-term value creation.

To thrive in this role, you have:

• Bachelor’s degree in Business, Strategy, or a related field; MBA preferred.
• 7+ years of experience in strategic planning, partnerships, or program management related to BPOs, particularly in high tech or consulting environments.
• Strong communication, presentation, and interpersonal skills.
• Proven strategic thinker with analytical and problem-solving capabilities.
• Experience in fostering cross-functional partnerships with business, engineering, and product teams.
• Demonstrated experience in overseeing large programs and creating process improvement workflows
• Exercise sound judgment in the developmen