Senior Vendor Manager

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Back in 2013, our founder Dwayne D'Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever - achieving profitability through innovation and a highly disciplined approach to growth.

Where we are now:

We've earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products - spearheaded by leading in house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year on year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There's never been a more exciting time to join HeliosX.

Where we're going:

Over the next five years, you'll support our goal to become a world leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You'll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

Come be a part of making our dream of easier and faster healthcare a reality!

We are seeking a dynamic Senior Vendor to ensure outsourced operations for Prescribing and Customer Support consistently meet operational targets and SLAs, whilst aligning with our patient support services strategy. The Senior Vendor Manager is responsible for ensuring outsourced BPO partners consistently deliver high quality, cost efficient services. This role owns day to day performance management of our partners, acts as the primary escalation point for operational issues, and collaborates closely with internal stakeholders to drive continuous improvement and seamless customer experiences.

This team works proactively in a fast paced environment that is constantly changing to deliver an exceptional customer experience. The Manager position will be required to demonstrate strong organisational skills, possess the ability to multi task, be detail oriented, and able to set and manage priorities, focused on the customer experience. The successful candidate will have demonstrated experience in meeting and exceeding KPI's, supporting the team and management of client relationships.

Relationship Management

• Build engaging, trust based relationships with partner leadership teams to foster high performance and continuous improvement.
• Act as primary escalation point for day to day BPO operational challenges.
• Be responsible for implementing new launches and continuous improvement initiatives with BPO partners.
• Gather feedback from partners and identify opportunities to streamline workflows, reduce costs, and enhance the customer experience.
• Own daily and weekly BPO performance tracking, ensuring SLAs and CSAT

Contract Management

• Manage contract renewals, amendments and terminations
• Working with Legal, lead contract negotiations for Customer Service and Clinical Operations BPO partnerships
• Ensure robust due diligence is well documented to internal framework requirements
• Ensure comprehensive SLAs and governance frameworks are embedded into all contracts

Performance Management & Reporting

• Own daily and weekly BPO performance tracking.
• Design and implement performance management frameworks across BPO partners
• Establish governance structures with regular review cycles and escalation protocols
• Own daily and weekly BPO performance tracking.
• Create comprehensive dashboards and reporting systems for executive visibility
• Conduct monthly / quarterly reviews and performance assessments
• Monitor quality assurance programs completed by vendors, and drive continuous improvement initiatives and best practice sharing.

Operational Excellence

• Agree headcount / activity volume targets with CS and Clinical Ops leads.
• Manage Vendors to deliver on agreed targets and proactively communicate any risks to CS / Clinical Ops stakeholders.
• Collaborate with CS / Clinical Ops Leads to manage business continuity and disaster recovery planning.
• Monitor quality assurance programs completed by vendors.
• Work with CS and Clinical Ops Leads o set capacity targets headcount targets determine capacity targets Optimise capacity planning and demand forecasting across vendor partners
• Ensure all BPO partners maintain required compliance certifications

Compliance & Risk Management

• Ensure all BPO partners maintain required compliance certifications
• Monitor and audit vendor compliance requirements
• Develop and implement risk mitigation strategies
• Coordinate with legal and compliance teams on vendor related matters
• Develop and manage vendor budgets and forecasts
• Conduct cost benchmarking and market analysis
• Identify cost optimisation opportunities whilst maintaining service quality
• Manage POs and invoicing
• Partner with finance on vendor related financial reporting

• Seasoned Customer Service Leader with at least 2+ years experience managing outsourced customer support partnerships.
• Background in a regulated industry (healthcare, telemedicine, fintech) is a plus.
• Proven experience in driving cost, quality, and compliance improvements with partners.
• Familiarity with CS platforms (Zendesk, Salesforce) and performance analytics tools.
• Experience in a multi channel customer support environment (voice, chat, email).
• Strong relationship building and stakeholder management skills - able to foster trusted, engaged partnerships with BPO teams.
• Excellent communication and influencing skills, balancing internal priorities and external expectations.
• Data driven mindset, confident analysing performance data and drawing actionable insights.
• Ability to manage multiple priorities and work independently in a fast paced, high growth environment.

Life at HeliosX

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Enhanced parental leave
• Cycle to work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Learning & Development Budget