Vendor Operations Lead, CX

This is a Fully Remote Job About Our Client: The organization operates in the mental healthcare industry, addressing the challenge that many providers do not accept insurance, which makes therapy unaffordable for most people. It focuses on eliminating administrative barriers such as credentialing, claims, and payment reconciliation by automating these processes. Currently, over 90,000 providers across all 50 states use its software to serve more than 2.6 million patients. The organization is also developing advanced tools for therapists and leveraging AI to reimagine the experience of accessing mental health care. About the Opportunity: The VENDOR OPERATIONS LEAD, CX is responsible for managing patient-facing business process outsourcing (BPO) partnerships to support the scaling of programs that connect patients with mental health care. This role ensures partner performance aligns with organizational goals, improving patient conversion rates while maintaining quality and service standards. The position contributes to building the operational foundation necessary for the program’s growth and success. Responsibilities: Manage day-to-day performance of BPO partners, tracking results and leading improvement initiatives. Act as the primary liaison between BPO partners and internal teams to maintain aligned priorities. Regularly meet with BPO leadership to resolve challenges and advance performance. Analyze data to identify trends, determine root causes, and develop action plans. Collaborate with cross-functional teams to equip BPO partners for success. Develop and refine processes and structures to enable program scalability. Participate in forming short-, medium-, and long-term strategies for BPO operations. Requirements: Minimum of 4 years experience in contact center or customer experience operations with strong knowledge of relevant metrics, processes, and tools. Experience managing BPO or outsourced teams, with the ability to build respectful partnerships and enforce accountability. Strong analytical skills to interpret performance data and drive improvements. Proven ability to enhance operations and establish structure in dynamic environments. Composure and operational excellence in fast-paced settings. Desire to work in a high-autonomy environment that values open feedback. Motivation to impact mental health care accessibility and affordability. Bonus: experience managing BPO teams focused on sales, conversion, or retention. Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.