Vendor Program Manager, Process Innovation

Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

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Vendor Program Manager, Process Innovation

We are looking for a mission-driven, high-impact team member who is passionate about making mental health more affordable and excited by the entrepreneurial challenge of scaling a Core Operations team. Today, our Process Innovation team acts as an internal consulting and implementation engine for our broader Insurance Ops organization. As a Vendor Program Manager, you will play a pivotal role in shaping how we stand up, manage, and scale our external partnerships. Reporting to the Sr. Director of Process Innovation, you will oversee the day-to-day management of our largest vendor, manage the broader Ops vendor portfolio, and lead strategic projects or incident responses. You will ensure consistent, high-quality experiences for our providers and clients while continuously optimizing workflows for our internal teams.

The ideal candidate is a creative problem-solver with exceptional program management skills. You thrive in cross-functional environments and can seamlessly translate high-level strategic initiatives into actionable, detail-oriented plans.

What you’ll do: This role balances two core pillars: building the foundational infrastructure for vendor management and executing day-to-day performance oversight.

• Program Architecture:

• Build the Ops vendor management program from the ground up, designing frameworks and SOPs to source and assess vendors, monitor usage, performance, ROI, SLAs, and renewals

• Performance Management, Optimization and Governance:

• Lead oversight for third-party service partners, ensuring strict alignment with KPIs, SLAs, and contractual obligations

• Analyze vendor data and financial performance to identify trends, surface insights, and drive continuous improvement

• Hold ongoing QBRs, retros, and standing check-ins to ensure vendors are performing

• Procurement + Contract Renewals:

• Support teams in evaluating (or re-evaluating) the ideal vendors, creating templates and repeatable processes to ensure we are bringing on the best vendors, under the right terms, and proactively renewing or discontinuing vendors based on performance

• Partner with Finance, InfoSec, and Legal to manage renewals and ensure all vendors meet our rigorous compliance and security standards

• Program Management:

• Own and run ops' BPO relationship; coordinate staffing levels, manage escalation, resolve performance issues, and foster collaborative partnerships between our BPO and our delivery teams.

• Collaborate with Delivery, IT, Compliance, and Finance to implement vendor enhancements and limit disruptions caused by vendors

• Agile Project Leadership:

• Drive strategic project management for critical escalations, business-driven incidents, or high-priority special projects.

Who you are:

• You have 4–6 years of experience in Business Operations or Program Management, ideally within healthcare, revenue cycle management (RCM), or high-growth startup environments.

• You bring 2+ years of direct experience in BPO vendor management, including a proven track record of executing vendor RFPs and managing vendor portfolios of 10+ vendors.

• You have demonstrated experience building vendor management programs from scratch and scaling them to maturity

• You possess strong analytical skills and the ability to translate complex data into actionable program recommendations.

• You are a skilled communicator who can influence cross-functional stakeholders and external partners at all levels.

• You are relentlessly organized, with a meticulous eye for detail and a knack for managing complex, moving parts.

• You have experience working with contract platforms, project management tools (such as Asana), and AI to streamline the work involved in managing vendors

Benefits:

• We’re a remote-first company

• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans

• 401K plan (ADP)

• Monthly therapy and wellness stipends

• Monthly co-working space membership stipend

• Monthly work-from-home stipend

• Financial wellness benefits through Northstar

• Pet discount program through United Pet Care

• Financial perks and rewards through BenefitHub

• EAP access through Aetna

• One-time home office stipend to set up your home office

• Comprehensive parental leave plans

• 12 paid holidays and 1 Alma Give Back Day

• Flexible PTO

Salary Band: $110,000 - $157,000

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