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Senior Vendor Manager

Company: GoodRx
Location: Santa Monica
Posted on: November 26, 2022

Job Description:

GoodRx is America's healthcare marketplace. Each month, millions of people visit -goodrx.com -to find reliable health information and discounts for their healthcare - and we've helped people save $35 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others. Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans. We're committed to growing and empowering a more inclusive community within our company and industry. That's why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel. With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don't necessarily check every box outlined in the job description. Please still get in touch - we'd love to connect and see if you could be good for the role! About the Role: We are searching for an experienced Senior Vendor Manager to lead and scale our customer -service delivery function. In this role, you will operationalize our vision through a vendor footprint to drive exceptional support to our growing customer base. -You will support our vision for live customer support and proactive outreach, and help us explore other channels as the business permits. You will manage our BPO relationship and operations from start to finish. -Strong candidates will be operationally-minded strategic thinkers, as well as passionate people leaders. Top candidates will be data-driven, and have experience driving efficiencies while improving performance. Responsibilities:

  • Manage vendor performance, proactively detect potential risks and take decisive actions to ensure and maintain high performance standards. -
  • Identify and report on trends early and often. Use insights to identify, recommend, and formulate process and project improvements.
  • Leverage innovative, data-driven target-setting, workforce management, and KPIs to ensure highest possible efficiency.
  • Select and manage BPO vendors that will embody the GoodRx values and strategically extend the GoodRx workforce. -
  • Develop, deliver, and manage forecasts and budgets. -
  • Partner with our Growth teams to operationalize new, proactive, revenue-generating strategies for GoodRx, and which help customers get more value. -
  • Develop and refine escalation paths for customer issues. Proactively follow-up with unsatisfied customers to ensure issue resolution and customer satisfaction. -
  • Collaborate with stakeholders to develop content, training, and quality programs that support your vision for the team. -
  • Understand and advocate for sophisticated internal tools so agents can do a great job and love their work. -
  • Automate processes to drive better customer experiences, revenue, and agent efficiency. -
  • Work cross-functionally to identify areas of opportunity to improve our business by understanding customer needs.Skills & Qualifications:
    • 5+ years of experience as a senior manager/director of customer services and customer success teams in high-growth tech companies.
    • 10+ years of diverse customer support domain experience.
    • Proven track record in leading multi-channel vendor teams at the scale of 200-300 agents and 1M+ contacts/year. -
    • Ability to think strategically and utilize strong creative problem solving skills.
    • Deep and broad experience with key support tools (e.g. SFDC, Zendesk, Amazon Connect, Qualtrics, chat tools, etc.).
    • Experience with multiple customer service channels including call center, social media, chat, phone, and email operations.
    • Experience managing and finessing the relationship with onshore BPO partners. -
    • Experience facilitating changes around new processes and technology in a continuously evolving environment. -
    • High EQ and cultural leadership skills. Exceptional verbal and written communication skills. -
    • Experience with on-shore and nearshore operations is a must. -
    • Strong, critical thinking and negotiation skills are required. - GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $35 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com .

Keywords: GoodRx, Santa Monica , Senior Vendor Manager, Executive , Santa Monica, California

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