Job Description

Yes, this is a posting for a job. But it's also a calling to a career. And even more than that? It's an invitation to come as you are--to be your whole self, while becoming your best self. We're looking for minds with heart to help us positively impact the world of wellness.

Do you believe that everyone deserves wellness? We want to hear from you.

About the team

Program Management includes Program Managers and Coordinators, responsible for overseeing a portfolio of program offerings, based upon the needs of MINDBODY, a specific department or our customers. This team oversees portfolio offerings, including the development, evaluation, and execution of programs that align with company and department operational priorities and growth strategies.

About the role

The Program Manager, Vendor Operations will play a critical role in the long-term success and infrastructure of the rapidly growing B2C Business Operations organization. The Program Manager will lead and manage relationships with third-party vendors, support the vendor selection process, and ensure that vendors fulfill their contractual obligations. The Program Manager will drive vendor performance to exceed performance SLAs across response time, quality and productivity. At the same time, the Program Manager will partner with internal, cross-functional stakeholders to continuously improve the overall organization.

Principal duties and responsibilities

• Oversee the day-to-day operation and relationship with ClassPass off-shore vendor operations
• Develop strategies to drive results and improve BPO associate performance across multiple operational workstreams
• Analyze data in order to identify performance gaps as well as process and workflow opportunities; determine solutions and implement action plans accordingly
• Ensure vendors fulfill contractual obligations and lead contract conversations and negotiations to ensure business needs are met
• Build and maintain strong relationships with internal and external stakeholders to manage performance expectations and overall service delivery, holding vendors accountable for overall performance execution
• Orchestrate efforts with vendor teams to engage in meaningful, action-oriented conversations during regular business reviews
• Establish and solidify business plans and roadmaps related to recruiting, hiring, and training to optimize speed to proficiency
• Set vendors up for success by ensuring their feedback is heard by internal stakeholders and prioritized to drive process, workflow, training, and platform improvements
• Drive alignment across departments, groups and all efforts and activities to achieve desired program outcomes
• Develop innovative and creative approaches to solve for identified outcomes
• Act as a decision maker for routing and process questions for ongoing programs. Elevates problematic areas or questions, working with urgency to solve
• Identify potential risks, manage dependencies and escalate to management in a timely manner with mitigation plans
• All other duties assigned

Qualifications and requirements

• Bachelor's degree, technical certification or equivalent work experience
• Minimum 2+ years BPO vendor management experience or direct management experience
• 2-4 years' program management experience
• 1+ year of project and process implementation experience
• Proven ability to build relationships with organizational stakeholders across the company
• High level of initiative for excellence, results and process improvement
• Strong interpersonal skills and successful at working in a cross-functional, fast-paced environment
• Ability to make judgment calls when dealing with ambiguity
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), Project and SharePoint
• Prior experience in communications management desired
• Previous experience in training others and facilitating meetings is preferred
• PMP, Agile, P30 or other relevant project or program management certification is highly desirable
• Strong analytical process and proficiency with Tableau and Excel; SQL experience is a bonus
• Natural problem-solver and quick thinker with the ability to work hard in a fast-paced, ever-changing environment
• Ability to oversee multiple vendors or lines of business at once
• Previous experience launching and implementing new outsourced operations preferred

ClassPass, part of Mindbody, is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other protected characteristics.

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