MAPFRE

Vendor Program Manager

MAPFRE

full-time

Posted on:

Location Type: Hybrid

Location: Webster • Massachusetts • United States

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Salary

💰 $67,600 - $86,100 per year

About the role

  • 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.
  • 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.
  • Create a calendar of recurring vendor reviews with structured agendas including SLA review, variance root cause, invoice reconciliation, and forecasting.
  • Include formal year-end performance evaluations for each vendor, feeding into renewal or renegotiation decisions.
  • 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.

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.
Benefits
  • Health insurance
  • 401(k) matching
  • Paid time off
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
vendor managementBPO oversightoperations leadershipanalytical reportingmetric interpretationcontract managementinvoice reconciliationbudget trackingperformance evaluationroot cause analysis
Soft Skills
oral communicationwritten communicationorganizational skillsmultitaskingrelationship buildingproblem solvingleadershipaccountabilitystrategic thinkingcontinuous improvement