Patient Experience Vendor Management Lead
Core
Lead operational performance of third-party vendors (telephony, call center) to ensure high-quality patient support and seamless access across the drug portfolio.
Role type
Senior IC vendor management lead (healthcare/pharma)
Builds
Patient support services and operational workflows
Domain
Healthcare / Pharmaceutical / Patient Access
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Vendor management, SLA tracking, contract adherence, issue resolution, cross-functional alignment, financial tracking, governance processes
Preferred skills
Executive stakeholder management, vendor contract negotiation, complex matrixed collaboration
Technologies
SLA scorecards, QBR frameworks
Responsibilities
Own day-to-day vendor performance and financial tracking; Track vendor performance using SLAs and scorecards; Establish and execute vendor governance processes; Partner with internal teams to align vendor practices; Lead end-to-end issue resolution and vendor escalations; Ensure adherence to contractual terms, SLAs, and regulatory requirements
Seniority
Senior, hands-on IC
