BPO Vendor Manager

Summary

Join Cohere Health as a Manager, BPO Vendor Management to oversee daily operations, performance, and success of outsourced service centers. You will serve as the primary liaison between Cohere and BPO partners, ensuring alignment with business objectives and superior service delivery. This role requires deep understanding of service operations, BPO vendor management, and process optimization. You will translate Cohere’s needs into actionable vendor strategies and drive accountability by monitoring KPIs and SLAs. The ideal candidate will have strong leadership, communication, and relationship management skills to work effectively with internal teams and external partners. Success in this role requires a results-driven approach and the ability to foster a culture of accountability and innovation.

Requirements

• 5+ years of experience in BPO vendor management, service operations, or outsourcing leadership within healthcare, insurance, or a similar industry
• Proven ability to manage a BPO team of 150+ staff and drive performance improvements
• Strong understanding of service operations workflows, workforce planning, and quality assurance
• Exceptional analytical and problem-solving skills, with experience in KPI monitoring and performance reporting
• Ability to translate business needs into actionable vendor strategies and execution plans
• Strong leadership, communication, and relationship management skills to work effectively with both internal teams and external partners
• Experience managing budgets, forecasts, and cost control within a BPO environment
• Familiarity with international markets and cultural nuances in vendor operations

Responsibilities

• Serve as the primary point of contact for Cohere’s BPO vendors managing phones, offline work, and service center operations
• Oversee daily operations, staffing models, and workflow execution, ensuring vendors meet performance expectations
• Interpret and translate Cohere’s operational and strategic needs into executable plans for vendors
• Drive accountability by monitoring KPIs, SLAs, and contractual obligations, ensuring high-quality outcomes
• Partner cross-functionally with Training, Quality, Workforce Planning, and Clinical teams to ensure resource alignment
• Identify and mitigate operational risks, proactively addressing challenges before they impact performance
• Analyze vendor performance data to identify inefficiencies and implement improvements
• Work closely with Training & Quality Management (TQM) to ensure BPO staff are well-equipped to meet performance standards
• Drive continuous improvement initiatives to enhance productivity, reduce costs, and improve service quality
• Leverage data-driven decision-making to optimize workflow processes and resource allocation
• Develop and maintain strong, collaborative partnerships with BPO leadership to foster a culture of accountability and innovation
• Clearly communicate Cohere’s expectations, policies, and operational needs to ensure successful execution
• Act as an advocate for the BPO, ensuring they have the resources and insights necessary to succeed
• Lead vendor governance meetings, providing clear guidance on priorities and strategic objectives
• Ensure vendor adherence to contractual agreements, regulatory requirements, and industry best practices
• Track and report on operational and financial performance, identifying trends and opportunities for efficiency
• Manage invoicing, budget oversight, and forecasting to ensure cost-effectiveness in vendor management
• Conduct regular audits to ensure compliance with Cohere’s policies and service quality expectations

Benefits

• Health insurance
• 401k
• Bonus