Career Opportunities: Customer Experience Vendor Manager (30740)

Summary

Gainwell is the leading provider of technology solutions that are vital to the administration and operations of health and human services programs. In this role, you will enable the Gainwell Customer Experience organization’s operational vendor management strategies and program pillars of strengthening operational efficiency while prudently managing costs and risk, consistently driving value for the clients, and delivering exceptional, frictionless experiences for Client members, providers and Gainwell employees, through effective vendor management of one or more vendor (contingent worker) relationships: Managed Services, Statement of Work [SOW], Agency Contractor [AC] Staff Augmentation, etc. You will foster and maintain positive relationships with Customer Experience [CX] vendors supporting contact center operations [voice and non-voice] for assigned Account(s) and will monitor, manage, and drive contact center vendor(s) performance. This job resides at the account level and requires continuous engagement and collaboration with account leaders and staff, centralized CX, and Gainwell enterprise teams.

Your role in our mission

• Oversee and manage the performance of contact center vendor(s) [voice and non-voice] ensuring they meet the agreed-upon contractual and service level commitments.
• Review key performance indicators (KPIs) daily / weekly / monthly, routinely evaluating vendors performance and proactively working to address operating challenges, issues, or discrepancies promptly.
• Manage day-to-day engagement and support for and of vendor(s) as single point of contact to identify and / or receive inquiries and escalations, research and resolve issues and challenge.
• Examine daily performance reports and dashboards to identify trends, ensure business continuity, and mitigate adverse impacts to customer (Member, Provider, etc.) experience, Client and Gainwell brand and reputation.
• Develop, documents, and implement action plans and internal change management processes to foster successful partnerships with accounts and vendors. This includes removing obstacles and promoting improvements in how work within and across vendor and internal teams where shared work and SLAs exist.
• Track and report progress and recommend improvement opportunities to account leaders and stakeholders, and as applicable, vendor leaders building awareness to and gaining alignment - inclusive of creating reference material and presenting ROI detail.
• Facilitate Weekly Business Reviews, ramp calls, and other Vendor Management Operational [VMO] routines as required.
• Coordinate with account leaders and staff and vendor(s) to ensure adequate staffing levels remain in place. Partnering with Account Leaders, CX WFM and CX Vendor Relationship Management teams evolve contractual expectations to support account needs.
• Perform as functional bridge amongst vendor and internal stakeholders, collaborating across the account to coordinate the planning and execution of short- and long-term outcomes and projects to meet client and company current and future needs.
• Provide post-meet documentation to track and memorialize notes and action items / instruction given to vendor(s) and internal teams, and ensures challenges such a process, system access, and technology are executed to completion and tracked in accordance with and to Gainwell CX Vendor Relationship Management, Supply Chain, Privacy and Compliance, HR, etc.
• Other duties projects, and responsibilities as dictated by business need.

What we're looking for

• 4 or more years managing key, complex third-party vendor relationships and a minimum of 4 years leading front/back-office contact center teams. MMIS background helpful, not required.
• Demonstrated ability to lead strategic and organizational change delivering intended results and outcomes.
• Strong relationship management skills, with demonstrated ability to effectively navigate and mediate conflict and foster direct dialog with vendors, external clients, employees, account partners, and internal business teams.
• Competent executive-level verbal and written communication and people skills.
• Strong analytical skillset and critical thinking (i.e., ability to compile, interpret and analyze data to make fact-based recommendations and decisions) and proactively disseminate best practices across the account (voice and non-voice scopes of work) to standardize and improve workflows.

What you should expect in this role

• Autonomy and responsibility to influence, plan, and lead vendor management efforts for assigned account contributing directly to cost savings and value optimization.
• Conduct periodic audits to ensure compliance with regulatory requirements and internal policies.
• Assess any requests from account vendor(s) for changes or enhancements to the current agreements. Partnering with CX Vendor Management Operations, adjust and implement performance improvement plans based on the monthly/quarterly review findings.
• Must reside in the United States; 100% remote role with annual travel up to 10%.

This posting is intended for pipelining. We will accept applications on an ongoing basis.