Vendor Manager

The Manager, Vendor Management is responsible for overseeing the day-to-day management of staffing and workforce enablement vendors supporting all CareTria business units. This role ensures that vendor performance, compliance, onboarding, licensing, and operational alignment are optimized to meet the strategic goals of the organization. This individual will act as the primary liaison between vendors and internal teams (Ops, HR, IT, TA) and will support cost control, training readiness, system access, contract adherence, and issue escalation processes.

• Own onboarding and access control processes for all workforce vendors (e.g., staffing, Salesforce, InContact, Nintex, LMS)
• Manage vendor SOW renewals, license audits, and system integrations (e.g., VDI, CXone).
• Track and reconcile staffing/vendor hours to ensure accurate invoicing and prevent cost leakage; identify billing discrepancies and drive resolution
• Monitor and enforce contractual SLAs, performance metrics, and compliance obligations; drive accountability through structured reporting and performance reviews
• Partner with business owners, HR, and Tech teams to proactively escalate and resolve access, training, and attrition issues; ensure timely response to escalations and recurring vendor performance issues
• Lead cost control initiatives and support vendor readiness for high-volume periods
• Maintain accurate, version-controlled documentation of agent rosters and vendor access logs; validate vendor-reported FTE counts against internal systems
• Conduct regular vendor scorecard reviews and lead weekly/monthly/quarterly performance meetings; hold vendors accountable for missed targets or SLA breaches.
• Support vendor consolidation efforts by identifying duplicative services, underperforming vendors, or those with low ROI; provide recommendations for streamlining the vendor base.
• Partner with business owners to align on vendor selection criteria, ensure strategic fit, and support renegotiation of unfavorable contracts.
• Analyze vendor utilization, license usage, and contract terms to identify opportunities for cost savings, renegotiation, or standardization across programs.
• Collaborate with Finance to forecast vendor spend, validate budget alignment, and track savings generated through VMO initiatives.
• Contribute to the implementation and future use of a Vendor Management System (VMS) by preparing process documentation, data inputs, and integration requirements.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

Education/Training:  Bachelor’s degree (BA/BS) or equivalent experience required.

Business Experience: Minimum 5 years of experience in vendor management, workforce operations, or related fields. Experience working with staffing firms, workforce enablement technology vendors, or BPOs preferred.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong understanding of staffing and workforce technology vendor landscapes
• Experience with vendor onboarding, license audits, performance management, and invoice validation
• Familiarity with SLAs, SOWs, and compliance requirements in healthcare or regulated industries
• Advanced Excel and PowerPoint skills required
• Excellent communication, cross-functional collaboration, and problem-solving skills
• Ability to work independently while managing competing priorities
• Detail-oriented with strong project management capabilities
• Familiarity with systems like Salesforce, InContact/CXone, LMS, or similar platforms preferred
• Proven ability to hold vendors accountable through structured scorecards, escalation processes, and performance reviews
• Strong financial acumen with the ability to analyze vendor spend, identify cost-saving opportunities, and support forecast planning
• Demonstrated success in reducing vendor-related risk and improving SLA compliance through operational oversight
• Experience managing complex cross-functional relationships with HR, IT, Operations, Procurement, and Finance
• Comfortable navigating contract terms and identifying opportunities for optimization, consolidation, or renegotiation
• Ability to interpret and synthesize data from multiple sources to drive vendor-related decisions and improvements
• Proactive mindset with a bias for identifying gaps, proposing solutions, and leading continuous improvement initiatives
• Familiarity with Vendor Management Systems (e.g., Fieldglass, Beeline, VNDLY) or readiness to support future implementation

PHYSICAL DEMANDS:

• Ability to work for extended periods at a computer workstation and use standard office equipment
• Ability to participate in meetings, both in-person and virtually, which may require sitting or standing for extended periods
• Ability to travel to company offices, clients or external meetings frequently
• Visual acuity sufficient for reading and reviewing detailed reports and documentation

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CareTria is an equal opportunity employer.