Vendor Support & Operations Manager

Vendor Support & Operations Manager Join the team that’s transforming how hospitals and surgery centers run their operating rooms! Location: US-based, Eastern Time overlap Department: Operations, product overlay Reports to: Todd St. Louis, COO Employment: Full-Time About OR TRAX O.R. TRAX is a healthcare SaaS company transforming how hospitals and ambulatory surgery centers manage vendor access and surgical scheduling. The platform automates credentialing, enforces compliance, and improves operating room throughput at enterprise scale. Trusted by the nation’s most complex health systems, O.R. TRAX supports hundreds of hospitals and a rapidly growing vendor network with zero‑hardware deployment. As the vendor base scales past 25,000, operational excellence and vendor experience directly protect revenue and customer trust. This role exists to professionalize and automate vendor operations, remove founders from daily vendor work, and scale support without linear headcount growth. What You’ll Do Own the Vendor Relationship: Serve as the single point of accountability for vendor operations: support, escalations, and lifecycle communication. Run Vendor Ops with Rigor: Manage onboarding, credentialing, support, payments, badges, and renewals; resolving issues fast and in full. Drive Revenue Protection: Handle refunds, disputes, and cancellations accurately, quickly, and within policy to prevent churn or vendor defection. Automate at Every Step: Identify repetitive vendor workflows and work with Product/Engineering to systematize and eliminate manual work. Think Like a Vendor: Build systems, hours, and touchpoints that reflect how field reps work; not how software companies like to run support. Build the Ops Engine: Manage and eventually scale the support team. Triage issues, write SOPs, and monitor ticket trends with precision. Key Responsibilities Operate as the vendor‑side GM: lifecycle ownership, revenue impact, retention, and experience. Process refunds, disputes, and vendor status adjustments (suspensions, reinstatements, etc.). Manage badge pairing, shipment tracking, support outreach, and inbound SLAs. Triage vendor‑impacting product issues to Product/Eng with root cause clarity. Keep CRM and ticketing systems audit‑clean: everything documented, nothing stale. Partner with Implementation, Sales, and Product to anticipate vendor needs and preempt gaps. Design and roll out playbooks for vendor tiering, escalation, retention risk, and renewal nudges. Write and enforce SOPs: no tribal knowledge, no exceptions to the rule. Deliver weekly vendor operations reports with trends, pain points, and automation wins. Who We’re Looking For Healthcare experience needed Vendor Operations Leader in a Hospital, ASC and/or a Medical Device company Healthcare Native or Adjacent: Worked with medical reps directly. You understand their hours, urgency, and blockers. Vendor Ops Leader: 5+ years owning support/operations for external users or partners, ideally in healthcare tech or medical device contexts. Payments Fluent: You’ve handled workflows with Stripe (or similar) and know how to handle disputes and edge cases without chaos. Automation‑Oriented: You push work out of shared inboxes and into systems. You know what belongs in Jira vs. CRM vs. ticketing vs. Airtable. Clarity‑Driven Communicator: Calm under pressure, able to explain policies, solutions, and system logic to vendors and execs alike. Preferred Experience Managing vendor operations in a healthtech, med device, or credentialing context. Call center operations or remote field support exposure (especially with automation layers). Familiarity with vendor workflows. Leading ops inside organizations that scaled from 15k → 100k+ user/vendor footprints. Compensation Snapshot Base pay + performance‑based variable comp. Full benefits: Health / Dental / Vision. Remote‑first with East Coast overlap. Why O.R. TRAX? Massive Impact: Hospitals and ambulatory surgery centers using O.R. TRAX report saving hundreds of thousands per year, reducing surgical delays, and improving patient safety. Explosive Growth: Be part of a rapidly expanding company with a proven solution and an untapped market. Startup Energy, Big Vision: Your voice matters here; we’re building the future of surgical coordination, and you’ll help shape it. Fun, Driven Team: We celebrate wins, share ideas, and truly love what we do. #J-18808-Ljbffr O.R. TRAX