CX Vendor Manager at Gainwell Technologies LLC

, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Sep, 26

Salary

77500.0

Posted On

20 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vendor Management, Contact Center Operations, KPI and SLA Management, Workforce Management, Healthcare Operations, Executive Communication, Data Analysis, Statement of Work Development, Governance, Risk Mitigation, Stakeholder Management, Continuous Improvement

Industry

IT Services and IT Consulting

Description

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 The is a lead‑level, individual-contributor role. The Professional, Vendor Manager, provides direct oversight of outsourced contact center and back‑office operations for assigned vendors. The Professional is responsible for ensuring vendors consistently deliver high‑quality, compliant, and cost‑effective performance aligned with contractual obligations and business objectives. You will monitor, manage, and optimize vendor performance through structured governance, data‑driven analysis, and continuous improvement initiatives. Serving as a liaison between internal stakeholders and external partners, you will translate business requirements into operational execution and hold vendors accountable for results. This role also acts as a subject matter expert in vendor management, supporting standardization, optimization, and value realization across the vendor portfolio.Your role in our mission Own the full vendor management lifecycle for outsourced contact center partners, including selection, onboarding, and ongoing relationship management. Set vendor expectations and performance standards, defining KPIs and SLAs and regularly evaluating results against contractual commitments. Develop and execute Statements of Work (SOWs) that clearly define deliverables, staffing models, performance measures, and accountability. Manage vendor performance through weekly operating reviews, QBRs, and continuous improvement initiatives. Serve as the primary point of contact between vendors and internal stakeholders, ensuring operational and strategic alignment. Identify performance risks and improvement opportunities within vendor operations and drive mitigation actions. Establish and enforce vendor management standards to support effective change management and operational consistency. Partner with internal teams and vendors to drive improvement, innovation, and value creation aligned to company goals. What we're looking for Bachelor’s degree in Business Administration or related field with 5+ years of healthcare operations experience (Medicaid and/or Medicare); MMIS experience preferred but not required. 5+ years managing vendor performance across contact center and back‑office healthcare operations, including customer contact, eligibility, provider enrollment, authorized services, or claims. Advanced knowledge of Workforce Management (WFM) principles, with demonstrated ability to partner effectively with WFM teams and vendors to ensure appropriate staffing, early identification of attrition and absenteeism trends, and proactive mitigation of service‑level risks. Strong executive communication skills, with the ability to influence stakeholders, analyze performance data, and deliver clear, data‑driven recommendations. High analytical and technical proficiency, including Microsoft Office and contact center/back‑office tools such as Verint and LLM‑enabled solutions. Experience with MMIS (Medicaid Management Information System) or similar systems is a plus but not required. What you should expect in this role High levels of autonomy, accountability, and ownership in driving consistent, high‑quality vendor performance in a fast‑paced environment. Required working hours aligned to US Eastern Time, with routine flexibility to support Eastern, Mountain, Pacific and Anchorage/Alaskan. Opportunities to travel through your work 25% of the time. The deadline to submit applications for this posting is June 26, 2026. The pay range for this position is $54,300.00 - $77,500.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

Responsibilities

Oversee outsourced contact center and back-office operations to ensure high-quality, compliant, and cost-effective performance. Manage the full vendor lifecycle, including selection, onboarding, and performance optimization through structured governance and data-driven analysis.