Director - Vendor Management at Firstsource

Director - Vendor/Product Management

Location: Florida (Remote), Puerto Rico, or USA Remote

Role Overview

We are seeking an experienced and adaptable BPaaS Vendor/Product Manager to lead the execution and oversight of productized service delivery across our BPaaS ecosystem. This individual will be responsible for managing external vendor relationships, driving cross-functional coordination, and ensuring successful delivery of business process solutions. The ideal candidate brings a strong foundation in project and vendor management, thrives in dynamic environments, and can confidently engage with internal and external stakeholders at all levels.

Key Responsibilities

Vendor & Relationship Management

• Act as the primary point of contact for key BPaaS vendors, ensuring performance, contract adherence, and alignment with business goals.
• Build and maintain collaborative relationships with external partners to promote transparency, accountability, and long-term success.
• Lead regular performance reviews, proactively address issues, and drive continuous improvement initiatives.
• Negotiate and review contracts.

Product & Service Oversight

• Collaborate with internal teams and vendors to optimize BPaaS delivery across various service lines.
• Monitor service health, adherence to KPIs and SLAs, and identify opportunities for operational improvements.
• Coordinate the implementation of new service features or process enhancements in partnership with delivery and product teams.

Project Management

• Lead or support cross-functional projects to implement, scale, or refine BPaaS solutions.
• Apply structured project management practices (Agile, Waterfall, or hybrid) to ensure timely, high-quality delivery.
• Manage workstreams, risk mitigation plans, status tracking, and stakeholder communications.

Qualifications

Required Experience

• 7+ years of experience in vendor management, product management, or BPaaS service delivery.
• Demonstrated success in managing external partnerships and navigating complex operational environments.
• Strong project management skills with a proven ability to drive initiatives from planning through execution.
• Experience working with cross-functional teams and aligning diverse stakeholder interests.

Core Competencies

• Excellent relationship management and interpersonal communication skills.
• Calm, composed, and solutions-oriented under pressure.
• Highly organized, analytical, and adaptable to change.
• Comfortable operating in a fast-paced, evolving environment.

Preferred Qualifications

• PMP, or equivalent project management certification is a plus.
• Familiarity with healthcare payer operations or tech-enabled BPaaS platforms is a plus.
• Familiarity with industry products for payer ecosystems such as HealthEdge HealthRules Payer (HRP), GuidingCare, Source, Member/Provider Portals, etc
• Experience working in environments governed by compliance, audits, and transformation oversight.