CX Vendor Relationship Manager
Gainwell Technologies
full-time
Posted on:
Location Type: Office
Location: Washington, DC • District of Columbia • Washington • United States
Visit company websiteExplore more
Salary
💰 $93,400 - $134,400 per year
About the role
- Manage the full vendor lifecycle: onboarding, performance monitoring, continuous improvement, and offboarding.
- Serve as the single point of contact for vendor escalations, inquiries, and issue resolution.
- Monitor KPIs daily, weekly, and monthly; proactively address performance gaps.
- Build and maintain strong executive-level relationships with vendor leadership.
- Navigate and mediate conflicts effectively, fostering transparent and collaborative partnerships.
- Align vendor contracts with evolving business needs; collaborate with procurement on amendments and renewals.
- Partner with Shared Service to evolve and expand scorecards, dashboards, and reporting routines to track vendor performance trends.
- Facilitate cross-vendor calibration sessions and best-practice sharing to elevate performance.
- Conduct vendor risk assessments and audits; ensure adherence to compliance standards and business continuity plans.
- Drive competitive benchmarking across vendors to identify top performers and uplift underperformers.
- Provide actionable insights to leadership for strategic decisions based on comparative analysis.
- Mitigate risks related to security, brand reputation, and operational disruptions.
- Partner with account teams to implement cost-reduction initiatives and productivity incentives.
- Influence strategic sourcing efforts to deliver cost savings and long-term value.
Requirements
- Minimum of eight (8) or more years managing complex vendor relationships in outsourced customer contact environments.
- At least eight (8) years of leading front/back-office contact center operations (voice, non-voice, claims, finance, mailroom) required.
- Proven ability to lead strategic and organizational change delivering measurable outcomes required.
- Strong analytical and critical thinking skills; ability to interpret data and make fact-based decisions required.
- Exceptional communication and interpersonal skills for influencing at executive levels required.
- Experience with managed service agreements and SLA governance is required, but familiarity with MMIS or healthcare operations is helpful but not required.
Benefits
- Health (medical, dental, vision) benefits start on day 1 of employment.
- Company match 401K and other benefits available within months of starting.
- Flexible vacation policy after ninety (90) calendar days of employment.
- Company provided computer for work use.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
vendor managementperformance monitoringKPI trackingrisk assessmentcompliance standardsdata analysisstrategic sourcingcost-reduction initiativesmanaged service agreementsSLA governance
Soft skills
communicationinterpersonal skillsanalytical thinkingcritical thinkingconflict resolutionrelationship buildingcollaborationinfluencingstrategic change managementproblem-solving