What are the responsibilities and job description for the Director - Vendor Management position at Firstsource?
Director - Vendor/Product Management
Location: Florida (Remote), Puerto Rico, or USA Remote
Role Overview
We are seeking an experienced and adaptable BPaaS Vendor/Product Manager to lead the execution and oversight of productized service delivery across our BPaaS ecosystem. This individual will be responsible for managing external vendor relationships, driving cross-functional coordination, and ensuring successful delivery of business process solutions. The ideal candidate brings a strong foundation in project and vendor management, thrives in dynamic environments, and can confidently engage with internal and external stakeholders at all levels.
Key Responsibilities
Vendor & Relationship Management
- Act as the primary point of contact for key BPaaS vendors, ensuring performance, contract adherence, and alignment with business goals.
- Build and maintain collaborative relationships with external partners to promote transparency, accountability, and long-term success.
- Lead regular performance reviews, proactively address issues, and drive continuous improvement initiatives.
- Negotiate and review contracts.
Product & Service Oversight
- Collaborate with internal teams and vendors to optimize BPaaS delivery across various service lines.
- Monitor service health, adherence to KPIs and SLAs, and identify opportunities for operational improvements.
- Coordinate the implementation of new service features or process enhancements in partnership with delivery and product teams.
Project Management
- Lead or support cross-functional projects to implement, scale, or refine BPaaS solutions.
- Apply structured project management practices (Agile, Waterfall, or hybrid) to ensure timely, high-quality delivery.
- Manage workstreams, risk mitigation plans, status tracking, and stakeholder communications.
Qualifications
Required Experience
- 7 years of experience in vendor management, product management, or BPaaS service delivery.
- Demonstrated success in managing external partnerships and navigating complex operational environments.
- Strong project management skills with a proven ability to drive initiatives from planning through execution.
- Experience working with cross-functional teams and aligning diverse stakeholder interests.
Core Competencies
- Excellent relationship management and interpersonal communication skills.
- Calm, composed, and solutions-oriented under pressure.
- Highly organized, analytical, and adaptable to change.
- Comfortable operating in a fast-paced, evolving environment.
Preferred Qualifications
- PMP, or equivalent project management certification is a plus.
- Familiarity with healthcare payer operations or tech-enabled BPaaS platforms is a plus.
- Familiarity with industry products for payer ecosystems such as HealthEdge HealthRules Payer (HRP), GuidingCare, Source, Member/Provider Portals, etc
- Experience working in environments governed by compliance, audits, and transformation oversight.