Vendor Operations Lead

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, BiotechnologyIndustries

Requirements

The ideal candidate has over 2 years of experience in customer support, with a preference for sales-focused, customer experience, or healthtech roles. They must have at least 1 year of experience leading a frontline support team of 3 or more people. Hands-on experience working with or coaching a BPO or vendor team is essential, along with a strong understanding of building cross-functional relationships across different time zones and cultures. The candidate should thrive in fast-paced, high-volume contact center environments and possess strong communication skills, data fluency, and meticulous attention to detail. A bias for action, commitment to operational excellence, and a flexible, relationship-driven leadership style are also required.

Responsibilities

The Vendor Operations Lead will lead, coach, and mentor a growing team, focusing on performance, development, and relationship-based leadership. They will track, analyze, and optimize team performance metrics such as first response time, resolution speed, and client satisfaction (CSAT). The role involves conducting daily quality reviews of client interactions to ensure alignment with service standards and a client-first mindset. The Lead will support team members in navigating complex communications with empathy and clarity, and ensure the team consistently meets or exceeds SLAs and performance goals by using data to drive accountability and growth. Additionally, they will balance and prioritize multiple operational needs and foster collaboration between internal teams and BPO partners to ensure seamless support delivery.

Skills

Vendor Operations

Team Leadership

Client Support

Performance Metrics

Quality Assurance

Client Satisfaction

Communication

Problem-Solving

Mentoring

Coaching

Grow Therapy

Online platform for booking therapy sessions

About Grow Therapy

Grow Therapy is an online platform that connects clients with therapists, allowing users to easily find and book mental health services. The platform ensures quick access to therapy, promising appointments within two days, and simplifies the insurance process for therapy costs. It also provides resources for exploring medication options, enhancing its comprehensive mental health support. Grow Therapy operates across multiple states and accepts various insurance providers, aiming to make mental health services more accessible and efficient.

New York City, New YorkHeadquarters

2020Year Founded

$144MTotal Funding

SERIES_CCompany Stage

Consumer Software, HealthcareIndustries

1,001-5,000Employees