Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using cutting-edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health plans covering over 15 million lives, while our revenues and company size have quadrupled. That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work; Top 5 LinkedIn™ Startup; TripleTree iAward; multiple KLAS Research Points of Light awards, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

Opportunity Overview:

Cohere Health is seeking a strategic and results-driven Manager, BPO Vendor Management to oversee the daily operations, performance, and success of our outsourced service center operations. This leader will serve as the primary liaison between Cohere and our BPO partners, ensuring alignment with business objectives, operational excellence, and superior service delivery. The ideal candidate will have a deep understanding of service operations, BPO vendor management, and process optimization—translating Cohere’s needs into actionable strategies for vendor execution.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

Vendor Operations & Performance Management

• Serve as the primary point of contact for Cohere’s BPO vendors managing phones, offline work, and service center operations.
• Oversee daily operations, staffing models, and workflow execution, ensuring vendors meet performance expectations.
• Interpret and translate Cohere’s operational and strategic needs into executable plans for vendors.
• Drive accountability by monitoring KPIs, SLAs, and contractual obligations, ensuring high-quality outcomes.
• Partner cross-functionally with Training, Quality, Workforce Planning, and Clinical teams to ensure resource alignment.
• Identify and mitigate operational risks, proactively addressing challenges before they impact performance.

Process Optimization & Continuous Improvement

• Analyze vendor performance data to identify inefficiencies and implement improvements.
• Work closely with Training & Quality Management (TQM) to ensure BPO staff are well-equipped to meet performance standards.
• Drive continuous improvement initiatives to enhance productivity, reduce costs, and improve service quality.
• Leverage data-driven decision-making to optimize workflow processes and resource allocation.

Relationship Management & Communication

• Develop and maintain strong, collaborative partnerships with BPO leadership to foster a culture of accountability and innovation.
• Clearly communicate Cohere’s expectations, policies, and operational needs to ensure successful execution.
• Act as an advocate for the BPO, ensuring they have the resources and insights necessary to succeed.
• Lead vendor governance meetings, providing clear guidance on priorities and strategic objectives.

Compliance, Budgeting & Reporting

• Ensure vendor adherence to contractual agreements, regulatory requirements, and industry best practices.
• Track and report on operational and financial performance, identifying trends and opportunities for efficiency.
• Manage invoicing, budget oversight, and forecasting to ensure cost-effectiveness in vendor management.
• Conduct regular audits to ensure compliance with Cohere’s policies and service quality expectations.

Your background & requirements

• 5+ years of experience in BPO vendor management, service operations, or outsourcing leadership within healthcare, insurance, or a similar industry.
• Proven ability to manage a BPO team of 150+ staff and drive performance improvements.
• Strong understanding of service operations workflows, workforce planning, and quality assurance.
• Exceptional analytical and problem-solving skills, with experience in KPI monitoring and performance reporting.
• Ability to translate business needs into actionable vendor strategies and execution plans.
• Strong leadership, communication, and relationship management skills to work effectively with both internal teams and external partners.
• Experience managing budgets, forecasts, and cost control within a BPO environment.
• Familiarity with international markets and cultural nuances in vendor operations.

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement:

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal.

The salary range for this position is $105,000 to $125,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

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