Gainwell Technologies · 1 day ago
CX Vendor Relationship Manager ( Washington, DC)
Washington, DC
Contract
Onsite
Senior Level, Lead/Staff
$93K/yr - $133K/yr
8+ years expGainwell Technologies is the leading provider of technology solutions vital to health and human services programs. This role oversees managing outsourced customer contact center operations, ensuring vendors deliver exceptional performance and meet compliance standards.
Health CareInformation Technology
Responsibilities
Manage the full vendor lifecycle: onboarding, performance monitoring, continuous improvement, and offboarding. Serve as the single point of contact for vendor escalations, inquiries, and issue resolution. Monitor KPIs daily, weekly, and monthly; proactively address performance gaps
Build and maintain strong executive-level relationships with vendor leadership
Navigate and mediate conflicts effectively, fostering transparent and collaborative partnerships
Align vendor contracts with evolving business needs; collaborate with procurement on amendments and renewals
Partner with Shared Service to evolve and expand scorecards, dashboards, and reporting routines to track vendor performance trends
Facilitate cross-vendor calibration sessions and best-practice sharing to elevate performance. Conduct vendor risk assessments and audits; ensure adherence to compliance standards and business continuity plans
Drive competitive benchmarking across vendors to identify top performers and uplift underperformers. Provide actionable insights to leadership for strategic decisions based on comparative analysis
Mitigate risks related to security, brand reputation, and operational disruptions
Partner with account teams to implement cost-reduction initiatives and productivity incentives. Influence strategic sourcing efforts to deliver cost savings and long-term value
Qualification
Required
Minimum of eight (8) or more years managing complex vendor relationships in outsourced customer contact environments, and at least eight (8) years of leading front/back-office contact center operations (voice, non-voice, claims, finance, mailroom) required
Proven ability to lead strategic and organizational change delivering measurable outcomes required
Strong analytical and critical thinking skills; ability to interpret data and make fact-based decisions required
Exceptional communication and interpersonal skills for influencing at executive levels required
Experience with managed service agreements and SLA governance is required
Preferred
Familiarity with MMIS or healthcare operations is helpful but not required
Benefits
Health (medical, dental, vision) benefits start on day 1 of employment.
Company match 401K and other benefits available within months of starting.
New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
Company provided computer for work use.
All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance.
Variety of leadership and technical development academies to help build your skills and capabilities.
Company
Gainwell Technologies
Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital.
10001+ employees
H1B Sponsorship
Gainwell Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (90)
2024 (78)
2023 (56)
2022 (96)
2021 (33)
Funding
Current Stage
Late StageTotal Funding
$1M2023-06-06Grant· $1M
Leadership Team
Paul N. Saleh
President and Chief Executive Officer
Gary Call
Chief Medical Officer
Recent News
bloomberglaw.com
2025-12-12
GlobeNewswire
2025-12-11
Company data provided by crunchbase