Sr Vendor Operations Spec

We are seeking a Senior Vendor Operations Specialist to join the APD Insights & Solutions (I&S) Operations team, supporting vendor performance, operational excellence, and process consistency across USRM Claims APD.This role is responsible for partnering closely with Claims Process Owners and vendor partners, ensuring strong performance management, issue resolution, and adherence to standard work. The role requires a balance of operational oversight, analytical insight, and stakeholder coordination to drive consistent outcomes and continuous improvement across vendor-supported processes.

**This position may have in-office requirements twice a week depending on candidate location.**

Responsibilities Include

Vendor Performance & Oversight

• Manage day-to-day oversight of Tier 2 & 3 vendor partners, ensuring performance aligns with business expectations
• Support Tier 1 Vendor Process Owners in driving vendor strategy, execution, and results
• Monitor vendor performance, identify trends, and provide actionable insights to improve outcomes

Performance Management & Insights

• Support development and maintenance of vendor scorecards and performance reporting
• Provide insights to APD leadership on vendor performance, trends, and opportunities for improvement
• Evaluate results across performance metrics, audits, and quality reviews to drive accountability

Issue Resolution & Continuous Improvement

• Lead and support issue identification, escalation, and resolution across vendor partners
• Analyze root causes of performance gaps and recommend corrective actions
• Partner with stakeholders to implement process improvements and monitor effectiveness

Standard Work & Governance

• Maintain and reinforce standard work across vendor-supported processes
• Ensure consistency, compliance, and adherence to operational expectations
• Support governance routines, including audit follow-ups and performance reviews

Stakeholder Partnership

• Collaborate across APD, I&S, and vendor partners to ensure alignment and clear communication
• Serve as a key point of contact for vendor-related operational questions and escalations
• Support cross-functional coordination to ensure seamless execution of vendor-supported work

Ideal Experience Includes

• Experience as an APD front-line People Leader
• Strong knowledge of APD claims handling workflows
• Experience working with or managing vendor operations or external partners
• Ability to interpret performance data and generate actionable insights
• Proven ability to manage issues, drive accountability, and influence outcomes

Core Capabilities

• Strong operational and performance management mindset
• Analytical thinking with ability to interpret data and trends
• Problem-solving and root cause analysis skills
• Ability to manage multiple priorities in a fast-paced environment
• Effective communication and stakeholder management skills
• Attention to detail and commitment to process consistency and quality

Why This Role

• Direct impact on vendor performance and process excellence across APD
• Opportunity to partner with leadership and influence key vendor strategies and outcomes
• Exposure to cross-functional teams and enterprise vendor relationships
• Strong development path into Vendor Management, Operations Leadership, or broader I&S roles