Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

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 multiple vendor (contingent worker) relationships: Managed Services and Staff Aug. 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. Your role in our mission

• Oversee the end-to-end vendor management lifecycle for outsourced contact center partners, including selection, onboarding, and the monitoring and management of key vendor relationships within the CX portfolio.
• Establish clear expectations and define key performance indicators (KPIs) for vendors, regularly assessing performance to ensure alignment with agreed-upon deliverables and service level commitments.
• Development and execution of Statements of Work (SOWs) for contact center vendors, ensuring clear deliverables, staffing plans, and KPIs/SLAs.
• Monitor vendor performance against SOWs, leading weekly performance reviews, QBRs, and continuous improvement planning.
• Maintain open and transparent communication with vendors to address issues, discrepancies, and ensure accountability.
• Serve as the functional bridge between external vendors and internal stakeholders, ensuring alignment and collaboration on short- and long-term strategic goals.
• Proactively assess and analyze vendor operations to identify potential risks or areas for improvement, offering solutions to safeguard performance and mitigate risks.
• Drive internal change management processes, introducing and enforcing vendor management operational standards to ensure efficiency and success across the organization.
• Foster strong relationships with both vendors and internal business teams to identify improvement, innovation and revenue generation opportunities, and ensure vendor alignment with company goals.
• Autonomy and responsibility to influence, plan, and lead vendor management efforts for the CX organization contributing directly to cost savings and value optimization.

What we're looking for

• Minimum of 5 or more years directly managing complex, third-party vendor relationships in a contact center environment, including both Managed Services and Staff Augmentation models.
• Proven experience in front/back-office contact center management, including operational oversight, facilitating QBRs, and continuous improvement initiatives.
• Deep understanding of Contact Center Statements of Work (SOWs), leading the development and management of SOWs and collaborating with account teams to define SOW requirements and standards, and managing contractual obligations for third-party vendors.
• Demonstrated success in contract lifestyle management specifically for BPO or CX vendors – including defining service requirements, renewals and amendments.
• Proven experience standing up new contact center programs, including partner selection, onboarding, staffing and ramp planning, and go-live execution.
• Strong executive-level communication and interpersonal skills, with the ability to build and maintain relationships with internal stakeholders and external vendors.
• Exceptional analytical skills with the ability to compile, interpret, and analyze data, making fact-based recommendations to improve performance.
• Experience with MMIS (Medicaid Management Information System) or similar systems is a plus but not required.

What you should expect in this role

• Fully remote position with the opportunity to work anywhere within the United States.
• Business travel up to 25%.
• This is a full-time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule (40 hours per week).
• Upward career advancement is possible and encouraged.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• Employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainw