This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Vendor Partner Specialist - Contact Center Operations based in the United States.
This role sits at the center of contact center operations and vendor performance management, ensuring seamless coordination between internal teams and external service providers. You will be responsible for maintaining service quality, operational efficiency, and compliance across outsourced workflows that directly impact member and customer experience. Acting as the key liaison between business units, vendors, and technical teams, you will help drive alignment on priorities, performance expectations, and process improvements. The position requires strong analytical thinking, structured communication, and the ability to manage fast-moving operational environments. You will monitor SLAs, assess vendor output quality, and identify trends that inform better decision-making. This is a highly collaborative role where your insights and coordination efforts will directly influence service delivery and operational excellence.
Accountabilities:
In this role, you will oversee vendor operations across contact center workflows, ensuring consistent performance, compliance, and alignment with business objectives. You will manage communication between internal stakeholders and external vendors while maintaining high service standards.
- Coordinate and delegate daily workflows between internal teams and external/offshore vendors to ensure SLA adherence and timely execution of deliverables
- Monitor vendor performance by reviewing outputs, identifying quality gaps, and analyzing trends to improve operational effectiveness
- Act as the primary liaison between vendors, operations leaders, QA teams, IT, and training functions to ensure consistent alignment
- Ensure compliance with regulatory and organizational standards across all vendor-managed processes
- Support system access management, onboarding of vendors, and resolution of operational or technical access issues
- Produce accurate reporting, documentation, and performance summaries for leadership review
- Identify process improvement opportunities and contribute to workflow optimization and vendor engagement strategies
- Support training coordination and ensure consistent communication of process updates across all stakeholders
Requirements:
The ideal candidate brings strong experience in vendor management, operational analysis, and cross-functional coordination, ideally within healthcare or insurance environments. You should be comfortable working in structured, deadline-driven settings with multiple stakeholders.
- 3–5+ years of experience in vendor management, business operations, contact center operations, or related analytical roles
- Experience analyzing business requirements, operational workflows, and performance metrics
- Strong proficiency in Microsoft Office Suite and reporting/analytics tools
- Ability to create, interpret, and present operational metrics and performance reports
- Experience working with SLA-driven environments and managing external service providers
- Strong communication and stakeholder management skills across technical and non-technical teams
- Ability to manage competing priorities in a fast-paced, deadline-oriented environment
- High attention to detail with strong problem-solving and coordination skills
- Healthcare, insurance, or managed care experience is strongly preferred
- Bachelor’s degree preferred or equivalent relevant experience
Benefits:
- Competitive salary aligned with experience and location
- Comprehensive medical, dental, and vision insurance coverage
- 401(k) retirement savings plan with employer contributions
- Incentive and recognition programs
- Life insurance and disability coverage options
- Paid time off and holiday schedule
- Career development and training opportunities
- Flexible remote work structure (role-dependent).