Senior Vendor Lead

Senior Vendor Lead

We are seeking a Senior Vendor Lead to join our Gifthealth team. This role serves as a critical connection point between Gifthealth's internal senior management, operational staff, and external vendor partners, and sits at the mid-level of the Patient Experience and Customer Success organization as a bridge and force multiplier for the teams it supports.

The Senior Lead is responsible for driving performance, executing operational strategies, and ensuring compliance with KPIs and SLAs through vigilant monitoring and reporting. This position provides day-to-day operational oversight, acts as a subject matter expert and coach for direct reports, and coordinates cross-functional projects and deliverables across internal and external teams. This role is designed as a meaningful step in the Patient Experience career path, offering leadership development and broad organizational exposure.

Key Responsibilities

• Performance Monitoring and Reporting: Review and report on team performance metrics and productivity data on a regular basis. Monitor KPI and SLA compliance across assigned teams and vendor partners, identify trends or gaps, and escalate issues to department management with recommended solutions.
• Project and Deliverable Coordination: Guide, coordinate, and support team projects and deliverables across internal and external workstreams. Track progress against timelines and commitments, remove blockers, and ensure successful completion. Translate high-level department strategy and leadership direction into actionable tasks for the team.
• Internal and External Liaison: Act as a liaison between Gifthealth's internal senior leadership and external vendor partners in the Customer Success space. Facilitate communication, coordinate alignment on shared priorities, and support the health of vendor relationships to drive consistent service delivery and accountability.
• Mentorship and Team Development: Serve as a subject matter expert and coach for Vendor Leads and Patient Care Leads. Provide ongoing mentorship, real-time feedback, and performance guidance. Foster a productive team environment by motivating staff, modeling accountability, and developing the next generation of leads within the Patient Experience organization.
• Workflow and Operational Strategy Execution: Work closely with the department manager on daily operational tasks, workflow management, and execution of department strategy. Identify process gaps, support change management efforts, and help implement improvements that drive efficiency and a better patient and customer experience.

Qualifications

• Education: High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Experience: Demonstrated leadership and team management experience; strong communication and interpersonal skills; effective problem-solving and decision-making capabilities; ability to motivate and inspire a team. Prior supervisory, team lead, or vendor management experience preferred.
• Licensure/Certification: Pharmacy Technician Trainee License required at hire; must obtain Certified Pharmacy Technician (CPhT) license within 1 year of hire. Active CPhT license preferred.
• Skills (Required): Critical thinking and sound decision-making; relationship building and conflict management; accountability and change management; clear and empathetic communication with staff, stakeholders, and leadership; ability to delegate effectively and drive execution; adaptability in a dynamic environment.
• Skills (Preferred): Ability to mentor, delegate, and motivate teams to foster a productive environment; capability to translate high-level company vision into actionable tactics; ability to build trust across the organization and with outside vendor partners; strong understanding of performance monitoring and business operations; data fluency and project management experience.

Desired Attributes

• Earns trust from both the team and senior leadership through consistency, follow-through, and clear communication.
• Translates strategy into action — comfortable moving between high-level conversations and hands-on execution.
• Invests genuinely in the development of the leads and team members they support.
• Navigates vendor and cross-functional relationships with professionalism and a patient-first mindset.
• Brings calm, structure, and accountability to a fast-paced, high-volume environment.

Work Environment

• Location: 80 E. Rich Street, Columbus, OH 43215.
• Schedule: Full-time.
• Regular collaboration with PCRs, resolution specialists, pharmacists, cross-functional internal teams, and external Customer Success vendor partners.

Key Essential Functions

• Must be able to perform sedentary office work for extended periods, including sustained use of a computer and telephone.
• Must be able to communicate effectively verbally and in writing with staff, vendors, and cross-functional stakeholders at all levels.
• Must be able to manage multiple concurrent priorities, projects, and team needs simultaneously.
• Must be able to work scheduled shifts reliably and adapt to changing business needs or escalation demands.

Employment Classification

Status: Full-time. FLSA: Exempt Non-Exempt

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.