The Opportunity
As the PX Vendor Management Lead (SE7) within PX Delivery, you will lead the day-to-day operational performance of third-party vendors (such telephony, call center, and other services partners) to ensure high-quality patient support. You will drive accountability, resolve escalations, and align operations across the organization.
Key Responsibilities:
Own day-to-day performance, financial tracking per contract/SOW, and operational management of vendors supporting PX delivery to meet service, quality, and cost expectations.
Monitor vendor performance using SLAs and scorecards, identifying gaps and driving corrective action plans and Quarterly Business Reviews (QBRs).
Establish and execute vendor governance processes, providing leadership with clear visibility into risks, dependencies, and performance metrics.
Partner with internal teams (such as Delivery, GPF, and Strategy & Experience teams) to align vendor practices, maximize efficiencies, and support vendor selection.
Lead end-to-end issue resolution and vendor escalations to minimize operational disruptions to patient and customer support.
Ensure strict adherence to contractual terms, SLAs, compliance, and regulatory requirements alongside Legal, HCO, and Procurement teams.
Seamlessly integrate third-party vendors into existing PX workflows, platforms, and operational models.
Who You Are
Bachelor’s degree or equivalent experience.
5–8 years of experience in vendor management, operations, or customer support within healthcare, pharmaceuticals, or related industries.
Demonstrated understanding of access, reimbursement, and healthcare environments.
Proven track record of managing third-party operational vendors, owning SLAs, performance scorecards, and contract adherence.
Experience driving issue resolution, managing escalations, and navigating highly regulated compliance environments.
Preferred
Strong business fundamentals and demonstrated ability to prepare for and lead business reviews with executive stakeholders.
Strong negotiation skills with direct experience negotiating vendor contracts.
Cross-functional cross-collaboration experience within complex, matrixed patient services or public affairs structures.
Location
The expected salary range for this position based on the primary location of South San Francisco, CA is $127,500 - 236,900. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.
