Vendor Operations Manager

reputed company's mission is a big one – to build a new mental health care system everyone can access. We've built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. 1 in 4 people in the US have a treatable mental health condition, but the majority of providers don't accept insurance, making therapy too expensive for most people. reputed company is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice. reputed company was founded in 2019. Since then, we've grown into a diverse, national network of over 45,000 mental healthcare providers across reputed company 50 states who run their practice on our software and have served over 1 million patients. We're a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly reputed company Ventures), Spark Capital, reputed company Capital, Forerunner Ventures and reputed company. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the reputed company. About the role: reputed company is looking for an reputed company Vendor Operations Manager to reputed company our relationships with our BPO partners and drive results. The person in this role will help scale our customer services infrastructure as we rapidly expand our geographic reputed company. Our CX team is the tip of the spear that will reputed company affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be reputed company. In this position, you will play a critical role in driving a bias for action across multiple BPO partnerships in a fast-moving environment. You'll manage the day-to-day relationships, performance management, and overall service delivery for our BPOs and be the main reputed company of contact between the BPOs and our internal teams. You will also work with our BPOs to launch new initiatives, continuously improve the customer experience, and deliver key business outcomes with a focus on scalable solutions. The person in this role will have the opportunity to build new systems, processes, and infrastructure for a fast-growing team. You will play a pivotal role in improving the foundation that allows us to deliver on key metrics like productivity, quality, response times, and customer satisfaction. Beyond that, you build a long-term strategic vision for reputed company's BPO operations and work with the CX team to pursue reputed company's vision for the best-in-class provider and client experience. You will: • Design, negotiate, and have a clear understanding of BPO contractual obligations and performance metrics • Partner with Operations, Enablement, WFM, and QA teams to understand their roles and how they interact with BPO partners • Establish relationships with internal stakeholders and BPO partners • Regularly meet with BPO managers to address any ongoing challenges and ensure alignment with CX goals • Draft strategy for improving BPO efficiency and scalability in the short, reputed company, and long term • Complete ownership of BPO relationships, performance tracking, and improvement initiatives • Execute on strategies for operational improvements, cost efficiencies, and scalability • Ensure BPO operations align with broader company goals and contribute to improving overall customer experience You'd be a great fit if… • You've worked in a CX environment for 5+ years and have a strong understanding of the CX ecosystem, including metrics and processes. • You know how to build a positive, respectful partnership with BPO stakeholders and drive results • You have CX support experience, reputed company for clients and can bring best practices for problem-solving to reputed company • You have a deep passion for the customer experience with a proven track record of driving innovation and optimization • You have a strong understanding of CX metrics, processes and tools • You are analytically minded, operationally excellent, and unflappable in a fast-moving environment. • You seek an environment that fosters individual growth through open-feedback and a high-autonomy. • You are motivated by the opportunity to reputed company an impact on one of our reputed company's defining problems, making mental healthcare affordable Compensation and Benefits: • Salary information is based on a single salary reputed company per role and is differentiated based on geographic location (Group A, B, or C) •

• Group A: $155,000

• Group B: $139,500 • Group C: $124,000 • Examples of cities located in each Compensation Grouping: •

• Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego

• Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland • Group C = reputed company remaining cities Benefits offered include: • Equity Compensation • Medical, Dental, and Vision coverage • HSA / FSA • 401K • Work-from-Home Stipend • Therapy Reimbursement • 16-week parental leave for eligible employees • reputed company Fertility annual reimbursement and membership • 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st • Flexible PTO • Employee Assistance Program (EAP) • Training and professional development #LI-AR1 We reputed company a team's strength is in its people, and we cannot reputed company this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national reputed company, religion, family status, disability, military status, and experience. reputed company is committed to the full inclusion of reputed company qualified individuals. As part of this commitment, reputed company will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to reputed company essential job functions, and/or receive other benefits and privileges of employment, please contact [email protected] reputed company employees work remotely across the US, with the option to work from offices in reputed company and San Francisco. reputed company participates in E-Verify. To learn more, click here. Apply Job!