Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
Job Profile Title: Manager, Customer Care
Business Title: Manager, Customer Care
Vendor & Contract Manager
Purpose
- Leads, manages and has overall responsibility for the Vendor & Contract Management program.
- Supports all financial management aspects of the sourced services program – while directly responsible for certain program-wide components.
- Supports all contract management aspects of the sourced services program, including contract compliance, contract changes and contract education and interpretation
- Oversees the regular review and refinement of service performance management metrics, processes and practices for the sourced services program.
Responsibilities
- Ensures the Vendor & Contract Management program, its processes and support services are addressing the needs of the organizations being served and support the achievement of their objectives.
- Ensures that plans are developed and executed to support the achievement of sourced services goals and strategies.
- Provides oversight and facilitates resolution and escalation for financial, contractual and compliance related and service performance issues relating to Service Provider relationships.
- Provides guidance to senior leadership on key decisions relating to governance of the sourced services program.
- Provides consultation and coaching for negotiating teams and may often be actively involved in significant situations.
- Represents the Vendor & Contract Management organization on appropriate management committees, boards and councils.
- Responsible for Vendor & Contract Management training and communication to the Governance core and extended teams.
- Facilitates the development and distribution of program-level reports regarding the overall activities, performance and health of the sourced services agreement and the overall program.
- Manages and oversees the invoice verification, reconciliation and invoice payment processes for sourced services program invoices. Performs audits as required.
- Works with the Service Provider to resolve invoicing and other related issues.
- Works with the Service Performance Lead to track and ensure proper application of credits pertaining to service performance issues.
- Provides input for and supports the development of budgets related to the sourced services program.
- Generates periodic financial reports pertaining to the sourced services program to support the preparation and tracking of performance to budgets.
- Manages the cost allocation process for the sourced services program.
- Responsible for the capture, documentation, monitoring and communication of value realization as related to the business case.
- Provides advice on changes to business cases, including contract changes and additions and project business cases.
- Provides interpretation and clarification of elements of the contract. As required, consults with or employs Legal Counsel to assist with or provide final contract interpretations.
- Facilitates and manages the contract amendment process.
- Establishes and maintains mechanisms to track completion or adherence to all contract deliverables and obligations.
- Facilitates the resolution of all contract related issues.
- Maintains the currency of the official Insulet copy of the contracts and associated exhibits and schedules.
- Maintains records of all formal, contract-related correspondence between Insulet and the Service Provider.
- Works with the applicable Insulet organizations to ensure Service Provider awareness of applicable new and/or changes to laws, regulations, policies and standards.
- Supports Insulet audit processes and practices as they pertain to the sourced services program.
- Facilitates definition and continuous refinement of all aspects of the service level metrics.
- Facilitates the regular reporting, review and analysis of Service Provider performance against the service level metrics.
- Facilitates and supports the service performance reporting to internal Insulet stakeholders.
- Facilitates service trend analyses and significant problem and root-cause analyses with Service Provider and applicable Insulet personnel, as required.
- Works with the Finance Lead to track and ensure proper application of credits pertaining to service performance issues.
- Works with the Service Provider to ensure proper execution, data collection, analysis and reporting of satisfaction surveys.
- Ensures proper execution of Service Provider service knowledge management processes and practices.
- Provides analysis and support of service metric benchmarking, market comparison and/or changes.
Experience & Education:
- 10+ years operations and general business management experience
- Bachelor's Degree or equivalent experience
- People management, financial management and business decision-making experience
- Outsourced services management experience
- Financial experience specific to budget oversight and spend trend analysis
- Contract management experience with major 3rd party agreements
- Demonstrated understanding of legal contracts
- Knowledgeable and experience with industry regulations
- Business processes and metrics experience
NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote
Additional Information:
The US base salary range for this full-time position is $89,500.00 - $134,500.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.