Service Operations Manager

AffirmedRx, a Public Benefit Corporation

Service Operations Manager overseeing vendor relationships and performance in pharmacy benefit management. Ensuring seamless integration and client satisfaction through strong operational support and reporting.

Posted 4/24/2026full-timeRemote • Kentucky • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Serve as the day-to-day point of contact for claims processing and contact center vendors, fostering strong working relationships to ensure smooth operations and service delivery
Manage day-to-day vendor interactions, addressing any challenges, concerns, or questions that may arise and ensuring that issues are resolved promptly
Coordinate with internal teams to communicate vendor capabilities, limitations, and updates, aligning vendor performance with client needs and expectations
Track and monitor vendor performance guarantees, including claims processing turnaround times, call center response times, and other key performance indicators (KPIs) to ensure SLA adherence
Identify and escalate issues, performance deviations, and service disruptions, managing the resolution process to ensure timely and effective outcomes
Collaborate with the vendor and internal teams to implement corrective actions when performance does not meet agreed-upon standards
Provide reporting and analytical support to the Client Management team, ensuring that data related to vendor performance, claims processing, and contact center activities is captured, analyzed, and delivered in a timely manner
Develop and maintain regular performance dashboards and reports to keep internal stakeholders informed of vendor performance, trends, and any emerging issues
Utilize reporting tools to identify opportunities for operational improvements and service delivery enhancements
Collaborate with both vendors and internal teams to identify and implement process improvements aimed at enhancing the efficiency, quality, and accuracy of claims processing and contact center operations
Monitor ongoing service delivery and propose strategies to optimize workflows, reduce errors, and improve the overall member experience
Ensure that the vendor's services are compliant with all regulatory and contractual requirements
Work closely with internal teams, including Client Management and Member Experience, to ensure seamless communication and integration between vendors and internal systems or processes
Act as a liaison between internal stakeholders and vendors to ensure alignment on expectations, timelines, and key deliverables
Provide support for any client-facing meetings or discussions related to vendor performance, issues, or ongoing improvements

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Healthcare Administration, or a related field
PMP or Six Sigma certification is a plus but not required
5+ years of experience in vendor management, operations, or service delivery management, preferably in the pharmacy benefit management (PBM) or healthcare industry
Strong background in managing vendor relationships, including claims processing or contact center operations
Proven experience with performance tracking, escalation management, and reporting in a fast-paced environment
Strong communication and interpersonal skills, with the ability to manage and negotiate vendor relationships effectively
Excellent problem-solving skills, with the ability to handle escalations and resolve issues promptly
Strong attention to detail, with the ability to analyze data, generate reports, and provide actionable insights
Ability to work collaboratively across multiple departments to align vendor services with organizational goals
Proficient in project management and reporting tools, with an understanding of performance tracking systems
Familiarity with claims processing systems, contact center technologies, and PBM operations
Experience working with SLAs and performance guarantees in a vendor management context
Willingness to travel 10-20%

Benefits

Comp & perks

Competitive compensation, including health, dental, vision and other benefits
To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes
To work in a culture where people thrive because when OUR team thrives, OUR business thrives

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

vendor managementclaims processingperformance trackingescalation managementreportingdata analysisprocess improvementsservice delivery managementproject managementperformance tracking systems

Soft Skills

communicationinterpersonal skillsproblem-solvingattention to detailcollaborationnegotiationanalytical skillsrelationship managementtime managementadaptability

Certifications

PMPSix Sigma