This is a senior seat for someone who can run vendors like a business, not a babysitting service. You’ll own performance, contracts, delivery health, and cross-functional execution across a BPaaS ecosystem where stakes are high and excuses don’t scale.
About Firstsource
Firstsource supports business process services through tech-enabled delivery models, helping organizations improve efficiency and outcomes. This role sits in a productized service environment where vendor performance and service delivery quality directly impact client success.
Schedule
• Remote (USA Remote, Florida Remote, or Puerto Rico)
• Senior leadership role working across internal teams and external partners
• Fast-paced, evolving environment with frequent stakeholder engagement
What You’ll Do
• Own key BPaaS vendor relationships and serve as the primary point of contact
• Run vendor performance management: reviews, issue resolution, accountability, and continuous improvement
• Negotiate and review contracts while ensuring adherence and alignment to business goals
• Monitor service health, KPIs, and SLAs across service lines and identify operational improvement opportunities
• Coordinate new features and process enhancements with delivery and product teams
• Lead cross-functional projects to implement, scale, or refine BPaaS solutions
• Apply structured project management approaches (Agile, Waterfall, or hybrid) to hit timelines and quality targets
• Manage workstreams, risks, mitigation plans, status reporting, and stakeholder communications
What You Need
• 7+ years of experience in vendor management, product management, or BPaaS service delivery
• Track record of managing external partnerships in complex operational environments
• Strong project management capability, driving initiatives from planning through execution
• Experience aligning cross-functional stakeholders with competing priorities
• Strong relationship management, communication, and negotiation skills
• Calm, solutions-oriented leadership under pressure
• Highly organized, analytical, and adaptable in a changing environment
Benefits
• Remote leadership role with high ownership and visibility
• Broad influence across productized BPaaS service delivery and vendor strategy
• Opportunity to impact healthcare-oriented and compliance-governed ecosystems
Director-level vendor roles move fast when companies need someone who can stabilize delivery and upgrade vendor performance without drama.
If you can build accountability, protect SLAs, and ship improvements across multiple partners, this is your lane.
Happy Hunting,
~Two Chicks…