Vendor Program Manager (Hybrid)

Vendor Program Manager (Hybrid)

This is a hybrid position, may consider remote for qualified candidates.

About the role

Join Mapfre USA as our next Vendor Program Manager and play a pivotal role in shaping the success of our Enterprise Contact Center and Insurance Operations. This role requires a dynamic relationship-builder with a passion for operational excellence.

Responsibilities

• Serve as the day-to-day liaison with ECC and Insurance Operations vendors and BPO partners. Foster strategic relationships and ensure alignment with Mapfre goals.
• Maintain closed-loop feedback system for vendor performance issues, track and document vendor performance issues, and lead follow-up to resolution.
• Manage the contract and invoice lifecycle, reconcile invoices, track budget, and forecast vendor costs.
• Create monthly governance framework for vendor reviews, including SLA review, variance root cause, invoice reconciliation, and forecasting.
• Conduct annual vendor reviews, including formal year-end performance evaluations for each vendor, feeding into renewal or renegotiation decisions.
• Track and maintain action plan tracker for all open vendor action items and follow-ups.
• Monitor performance against scheduling, shrinkage, and staffing expectations by monitoring vendor performance.
• Resolve service escalations originating from internal departments or external customers in relation to vendor performance.
• Support bid and RFP processes for new vendor selection and procurement.
• Manage the onboarding and offboarding process for vendors, including operational readiness and knowledge transfer.
• Partner with Workforce Management to ensure vendor staffing plans are accurate and support overall vendor strategy.
• Lead vendor-side initiatives aligned with department goals, including pilot testing, performance remediation, and continuous improvement.
• Represent the department in cross-functional projects involving vendor technology integrations, compliance, and customer experience enhancements.
• Uphold COPC-aligned governance practices to ensure vendor performance is measured, documented, and optimized through continuous feedback loops.
• Champion the Mapfre brand through effective vendor engagement, communication, and accountability.

Qualifications

• Bachelor’s Degree in a related field Preferred or Associate’s Degree Required
• 4-6 years of vendor management, BPO oversight, or operations leadership Preferred or 6-8 year of related experience with Associates Degree Required
• Strong oral and written communication skills.
• Excellent organizational and multitasking capabilities.
• Proficiency in analytical reporting and metric interpretation.
• Advanced skills in Microsoft Excel, PowerPoint, and business intelligence tools.