Job Title: Director, TPA Vendor Relations
This position is eligible for a hybrid work schedule.
In this role, you will lead the strategic and operational management of third-party administrator (TPA) relationships to ensure consistent, high-quality performance delivery aligned with organizational objectives. This role drives operational rigor, disciplined execution, and performance accountability across vendor engagements, ensuring TPAs operate as an extension of the organization. This includes establishing clear expectations, enforcing performance standards, and implementing structured governance and performance review process across service delivery, financial performance, contractual compliance, and continuous improvement.
We are looking for someone to: - Establish operational standards, governance routines, and performance expectations for TPA partners.
- Drive disciplined execution of service delivery, ensuring adherence to defined processes, timelines, and quality standards.
- Ensure alignment of TPA services with operational priorities, service models, and customer experience expectations.
- Develop and maintain a performance management framework, including SLAs, KPIs and scorecards with clear targets and expectations.
- Establish and enforce standardized operating rhythms, including performance reviews and issue escalation protocols.
- Monitor and analyze vendor performance data to ensure consistent achievement of service, quality, and financial metrics.
- Hold vendors accountable through structured performance reviews and enforcement of contractual obligations.
- Establish continuous improvement expectations with TPAs to enhance efficiency, quality, and our cost position.
- Document and ensure lessons learned and best practices are captured and consistently applied.
- Oversee vendor contracts to ensure clear alignment between performance expectations and financial outcomes.
- Partner with Finance to manage cost and identify opportunities to optimize vendor spend.
- Partner with Procurement and Legal on contract negotiations, renewals, and performance-based adjustments.
- Proactively identify and mitigate operational, financial, and reputational risks associated with vendor performance.
- Serve as the primary point of accountability for TPA performance, providing clear visibility and escalation to senior leadership
- Partner with key business stakeholders, technology partners, and senior leaders to ensure alignment between vendor performance and business needs.
- Provide clear, data-driven reporting on vendor performance, risks, and improvement actions.
- Lead with a hands-on and metrics-driven mindset, ensuring decisions are grounded in data and aligned with business objectives.
We need someone who has:- Bachelor's degree preferred: equivalent experience will be considered
- 7+ years demonstrated experience in vendor management, operations management, and/or TPA management and oversight, preferably within insurance or financial services industry
- Experience managing complex vendor relationships
- Proven track record of delivering operational performance and enforcing accountability with third-party providers
- Knowledge of requirements gathering
- Passionate about delivering a positive customer experience
- Ability to communicate effectively in writing and verbally with customers, co-workers and vendors
- Ability to adapt to changes and shifts in priorities
- Strong operational acumen
- Strong planning, organizing and facilitation skills
- Strong negotiation and contract management skills
- Strong critical thinking skills and problem-solving ability
- Ability to effectively lead project teams and make sound decisions.
- Ability to build relationships with internal and external customers and stakeholders
- Ability to drive change and influence cross-functional stakeholders
- Ability to leverage customer insights, feedback, and performance data to drive measurable improvements
- Ability to simplify processes and translate operational and partner complexity into seamless customer experiences
- Demonstrated experience leading and developing others
If you're ready to make an impact in your community, we'd love to hear from you. Apply today! 
