Manager, Support Vendor Management (Medtech)

TL;DR

Manager, Support Vendor Management (Medtech): Leading outsourced support operations and BPO relationships to ensure high-quality member care with an accent on vendor strategy, cost optimization, and operational scalability. Focus on monitoring BPO performance via data, managing high-risk escalations, and integrating AI-driven support tools to enhance member experience.

Location: Remote (US) or Hybrid (San Francisco). Candidates must permanently reside in the US full-time.

Salary: $84,600–$118,000 + equity

Company

hirify.global provides lifelong mental health support combining evidence-based content, clinical care, and innovative technology.

What you will do

• Manage the relationship with Business Process Outsourcers (BPO) to align on performance and quality.
• Execute the strategy for outsourced support, focusing on cost optimization and scalability.
• Analyze support performance data to identify trends and drive continuous improvement.
• Lead a team of agents handling member interactions and high-risk escalations.
• Collaborate cross-functionally to align on policies, processes, and tooling.
• Serve as the primary point of contact for high-priority escalations.

Requirements

• 5+ years of experience in customer support or operations.
• 3+ years in leadership roles.
• Proven experience managing BPO or equivalent vendor relationships.
• Strong analytical skills to translate data into actionable insights.
• Must permanently reside in the US full-time.
• Excellent communication and stakeholder management skills.

Nice to have

• Experience in digital health or mental health environments.
• Familiarity with AI-driven support tools such as chatbots and LLMs.
• Experience scaling operations in high-growth companies.
• Proficiency with Zendesk, Salesforce, and QA platforms.

Culture & Benefits

• Comprehensive healthcare coverage and retirement savings match.
• Monthly wellness stipend and lifetime hirify.global membership.
• Generous parental leave and stock awards.
• Collaborative, inclusive culture grounded in core values.
• Flexible work options including Remote (US) or Hybrid (SF).