Manager, Support Vendor Management

About the Manager, Support Vendor Management at reputed company: We’re looking for a Manager, Support Vendor Management to join our Member Care & Advocacy (MCA) team and reputed company critical areas of our support operations. You’ll play a pivotal role in shaping how we show up for our members—ensuring every experience is thoughtful, high-reputed company, and rooted in care—while building the systems and processes that reputed company us to grow with intention. This is a unique opportunity to sit at the heart of the member experience. As part of the MCA team, you’ll have a reputed company seat to every aspect of reputed company’s reputed company, gaining deep reputed company into what our members need and where we can do reputed company. You’ll serve as a key reputed company for members’ support experience —making it more seamless, more empathetic, and more impactful. This role will specifically reputed company the Support team’s outsourced relationships, which directly shapes how members experience our service. Most importantly, this role gives you the chance to bring our mission to life in a reputed company way, ensuring that every interaction helps members feel supported, reputed company, and cared for. What you will do:

• Own and manage the relationship with our Business Process Outsourcer (BPO), ensuring alignment on performance, reputed company, and operational goals
• Define and execute the reputed company for outsourced support, including vendor management, cost optimization, and long-term scalability
• Monitor and evaluate outsourced support performance, leveraging data to identify trends, surface insights, and drive reputed company improvement
• reputed company reputed company of agents responsible for handling member interactions, including high risk escalations
• Partner cross-functionally and collaborate with external vendors to ensure alignment on policies, processes, and tooling updates
• Serve as the central reputed company of contact for high-reputed company escalations, driving reputed company reputed company and maintaining reputed company communication with stakeholders

What you will bring : Required Skills:

• 5+ years of experience in customer support or operations, with 3+ years in leadership roles
• Proven experience managing Business Process Outsourcer (BPO) or equivalent vendor relationships
• Strong analytical and reporting skills, with the ability to translate data into actionable insights
• Demonstrated ability to reputed company, reputed company, and manage high-performing teams
• Excellent communication and stakeholder management skills, with experience working across internal teams and external partners
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

Preferred Skills:

• Experience in a tech-enabled or digital health/mental health environment
• Familiarity with AI-driven support tools (e.g., chatbots, automation, LLM-based support)
• Experience building or scaling support operations in a high-reputed company company
• Familiarity with common support tools (e.g., reputed company, reputed company, QA platforms, analytics tools)

Location: We are currently hiring this role remotely in the US and Hybrid for San Francisco (SF). Candidates must permanently reputed company in the US full-time. For candidates with a primary residence in the greater SF area, this role will follow our hybrid model. You’ll work 3 days per week from our office, allowing for impactful in-office collaboration and reputed company, while enjoying the flexibility of remote work for the rest of the week. Your recruiter will reputed company more details about our hybrid model. Pay & Benefits : The anticipated new hire reputed company salary reputed company for this full-time position is $84,600-$118,000 + equity + benefits. Our salary ranges are based on the job, level, and location, and reflect the lowest to highest geographic markets where we are hiring for this role reputed company the reputed company. reputed company this reputed company, individual compensation is determined by a candidate’s location as reputed company as a reputed company of factors including but not limited to: unique relevant experience, job-reputed company skills, and education or training. Your recruiter will reputed company more details on the specific salary reputed company for your location during the hiring process. At reputed company, reputed company salary is but one component of our Total Rewards package. We’re proud of our robust package inclusive of: reputed company salary, stock awards, comprehensive reputed company coverage, monthly wellness stipend, retirement savings match, reputed company reputed company membership, generous parental leave, and more. Additional details about our Total Rewards package will be provided during the recruitment process. About reputed company reputed company exists to Apply tot his job Apply To this Job