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Manager, Vendor Relationship and Performance Management

San Mateo, CA 94404

Posted: 09/22/2023 Employment Type: Contract Job Category: Clinical Development and Operations Job Number: 581566 Is job remote?: No Country: United States

Job Description


Could come from Pharmaceutical company, Clinical Research Organization (CRO), or working directly at a vendor company (e.g. Imaging, eCOA, IRT, Lab) or a vendor management role from a non-pharmaceutical industry related company.

Role titles/experience key words Project Manager Clinical Project Manager Project Lead Program Lead Quality Manager Vendor Liaison Vendor Management Lead Vendor Category Manager Vendor Manager Vendor Relationship Manager

Key experience words: Issue management Issue escalation KPIs/Key Performance Indicators - development of/review/trending/ Performance management Vendor score cards Vendor relationship Continuous improvement Quality

We are currently seeking an experienced practitioner for a Manager, Vendor Relationship and Performance Management, Development Business Operations role who will be a key member of a robust vendor management program that leverages their industry background in pharmaceutical drug development operations. This key role is responsible for the vendor relationship and performance management, issue monitoring, trending, management, and data insights and reporting for their assigned scope of work within the program across the clinical development cycle. The successful candidate will have expertise in direct vendor management at the portfolio level and/or performance management skills, working both internally across the development teams, as well as externally with the vendor base. A strong foundation in operations, vendor management, and/or outsourcing is critical for success in this role. This position will be located at Foster City, California location.

The core responsibilities and skills required for this position include but is not limited to:
  • Manages the day-to-day vendor relationship and performance management activities across multiple outsourced service areas across the development operations remit
  • Drives and facilitates the operational portfolio governance (i.e. reviews, meetings) of vendors for assigned areas
  • Is individually accountable for portfolio performance management for vendors under a given remit as well as across the functional team(s) as assigned
  • Proactively works with the various functions to determine areas of vendor performance gaps, impacts, required interventions, and improvement plans
  • May lead and/or participate in escalations related to the outsourced vendors in terms of performance and risk management, leading portfolio level issue resolution at the operational and leadership team levels
  • Manages the reporting of performance level metrics for the vendor base, and promotes the subsequent use of this data within the group and functional interfaces to drive performance insights and improvement opportunities, as necessary
  • Delivers with optimal collaboration, accountability, and integrity to business partners
  • Continually communicates and acts as an ambassador for the program
  • Leverages prior experience with vendor performance, risk management, and measurements to continuously improve the practices of the organization
  • May participate in the functional development or evaluation of new business processes or process improvement opportunities
  • Shows clear ability to work collaboratively with other cross functional groups and the vendor base
  • Under a given remit and working across the wider organization, shows competency in regularly establishing relationships with cross functional teams, such as operations, quality, systems and process, as well as externally with the corresponding vendor functions
  • Demonstrated ability to make critical decisions related to projects and tasks, and/or escalate to management for collaborative decision making
  • Demonstrated prior experience in managing time-sensitive critical escalations both internally and externally to drive issue resolution on an ongoing basis
  • Pulls data across functions related to vendor management and performance to drive a recommended pathway for resolution and/or improvement
  • Resolves vendor performance management issues (e.g. operational challenges) by effectively liaising with internal operations and external vendors
  • Excellent communication skills and comfort level interacting with internal and external teams across all levels, including regular interface with stakeholders and leadership team members
  • Experience with outsourced services vendor management in multiple categories of spend in clinical development or related areas
  • Experience and expertise with customer engagement and service
  • Broad based experience across several of the following aspects of vendor oversight or alliance management: issue management and performance management through metrics (i.e. performance oversight),
  • Prior knowledge or understanding of collaborative problem-solving tools and methods
  • Prior knowledge or experience with risk management plans, quality interfaces, and robust relationship management plans
  • Familiarity with various Regulatory and industry trends on compliance level activity (i.e. - ICH GCP E6 R2, etc.)
  • Experience working in fast paced and changing environment

Knowledge, Experience and Skills:
  • Relevant experience with a BA or MS in a relevant discipline, with demonstrated significant direct external vendor facing experience
  • Relevant experience typically includes vendor management, performance metrics and reporting, issue escalation management and/or process improvement / development
  • Familiarity with clinical drug development operational processes
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