CVO Vendor Manager

Overview

The CVO Vendor Manager is responsible for leading the management of third-party Business Process Outsourcing (BPO) services. This individual will assist in the oversight of long-term management of BPO relationships and performance delivery, ensuring that partners meet contractual obligations and deliver optimal performance. The Manager will work closely with internal cross-functional teams, including internal CVO operations, training/L&D, and QA to ensure high-quality service delivery, cost-effectiveness, and alignment with business objectives. This role also involves developing and managing performance metrics and KPIs to ensure partner compliance and continuous service improvement.

Duties & Responsibilities

• Develop and manage strong relationships with third-party BPO vendors, ensuring high levels of satisfaction and performance
• Monitor partner performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), driving corrective actions when performance issues arise
• Facilitate ongoing coaching to partner leadership on internal symplr work processes, quality guidelines and continuous improvement
• Attend partner calls to review performance and generally guide the direction of focus for partner teams
• Conduct risk assessments of vendor relationships and work to mitigate potential risks (e.g., financial, operational, reputational)
• Be a champion for both the symplr partner strategy and our partners as an extension of symplr
• Perform training facilitation as necessary
• Conduct quality evaluation and hold calibration calls to define and guide expectations in accordance with symplr processes and contractual deliverables
• Continuously assess service delivery and drive process improvements to enhance quality, reduce costs, and improve efficiency
• Develop reports and dashboards to present performance data to leadership, highlighting areas of success and opportunities for improvement
• Serve as a SME resource to the partner management team
• Work closely with internal departments (e.g., IT, HR, Finance, Operations) to align BPO strategies with business objectives

Skills Required

• At least 2 years in a leadership role preferred
• Strong experience in developing and managing performance metrics, SLAs, and KPIs to measure and improve vendor performance
• Excellent communication and interpersonal skills, with the ability to interact with senior leadership, partners, and cross-functional teams
• Exceptional organizational management skills with the ability to prioritize tasks, manage deadlines, and coordinate multiple initiatives
• Analytical skills to assess vendor performance data, identify trends, and implement improvements
• Solid understanding of PES and/or PSV symplr operations, quality assurance and associated regulatory requirements

Desired Skills and Qualifications:

• Bachelor’s degree in Business Administration, Procurement, or experience in CVO management in lieu of degree.
• Experience working with global vendors and managing international outsourcing relationships.

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