Senior Program Manager, Vendor & Scaled Operations

Role and Leadership:

• Own the end-to-end vendor and outsourcing strategy for Service Operations, driving sourcing decisions and make-versus-buy recommendations.
• Serve as leadership's primary contact for the make-versus-buy conversation, building cost, quality, and risk cases for scaling.
• Mentor program managers and institutionalize best practices into playbooks and standards.

Program Governance:

• Design SLA, scorecard, and QBR architectures along with escalation paths and remediation playbooks.
• Own a portfolio of multi-year programs, setting strategy, sequencing work, and making prioritization calls.
• Establish operating rhythms including cadences, decision logs, and change communication for distributed teams.

Vendor and Performance Management:

• Manage commercial relationships with Legal, Finance, and Procurement, including SOWs, rate structures, and renewals.
• Build measurement frameworks for quality, SLA attainment, cost-to-serve, and leading indicators of program degradation.
• Align senior leaders across Service Operations, IT, Legal, and Finance on sourcing priorities and tradeoffs.