Associate Director, Vendor Management

Position: Associate Director, Vendor Management  Department: Patient Support Vendor & Program OperationsLocation: Boston, MA (Hybrid - 3 days per week onsite)Employment Type: Contract (12 months with potential for extension)

Position Summary

We are seeking an experienced Associate Director, Vendor Management to join our Patient Support Vendor & Program Operations team. This role is responsible for leading the strategy, oversight, and performance management of vendors supporting patient access and patient support programs within the pharmaceutical industry.

The Associate Director will ensure external partners deliver high-quality services that align with business objectives, compliance requirements, and an exceptional patient experience.

This individual will collaborate across multiple internal functions, including Patient Services, Market Access, Commercial, Medical, Legal, Compliance, Finance, Procurement, and Operations, to drive vendor accountability, operational excellence, and continuous improvement.

This role is ideal for a strategic leader with extensive experience managing third-party vendors supporting patient access, reimbursement, specialty pharmacy, and patient engagement services.

Key Responsibilities

• Vendor Strategy & Oversight
• Provide strategic and operational oversight for vendors supporting patient support programs.
• Develop and maintain vendor governance models, including business reviews, performance scorecards, escalation processes, and service-level expectations.
• Ensure vendor performance aligns with contractual obligations, quality standards, compliance requirements, and business objectives.
• Partner with internal stakeholders to evaluate vendor capabilities and support vendor selection, onboarding, and transition activities.
• Vendor Performance Management
• Establish, monitor, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational metrics.
• Identify performance gaps, operational risks, and process improvement opportunities while leading corrective action plans.
• Drive continuous improvement initiatives focused on enhancing patient experience, operational efficiency, and program effectiveness.
• Conduct regular business reviews and present performance insights and recommendations to senior leadership.
• Cross-Functional Collaboration
• Serve as the primary liaison between internal stakeholders and external vendors.
• Collaborate with Patient Services, Market Access, Commercial, Legal, Compliance, Privacy, Procurement, Finance, and Operations to ensure alignment on program objectives and deliverables.
• Translate business requirements into clear operational expectations for vendor partners.
• Support implementation of new programs, enhancements, and operational process improvements.
• Contract & Financial Management
• Partner with Procurement, Legal, and Finance to support contract negotiations, renewals, amendments, and statement of work (SOW) management.
• Monitor vendor budgets, invoices, and financial performance to support forecasting and cost management.
• Evaluate vendor proposals and business cases to support operational and investment decisions.
• Project Management & Program Implementation
• Lead cross-functional projects related to vendor operations, patient support enhancements, and new program implementations.
• Develop project plans, timelines, milestones, and communication strategies.
• Coordinate internal and external stakeholders to manage deliverables, dependencies, risks, and issue resolution.
• Track project progress, ensuring initiatives remain on schedule and within scope.
• Support change management activities associated with vendor transitions, program launches, and operational improvements.
• Compliance & Risk Management
• Ensure vendor operations comply with applicable healthcare regulations, privacy requirements, legal standards, and company policies.
• Support audit readiness and participate in vendor audits, inspections, and risk assessments.
• Escalate operational, compliance, and service issues as needed while driving timely resolution.
• Maintain documentation and governance practices that support effective vendor oversight.

Qualifications

Required

Bachelor's degree in Business, Healthcare Administration, Life Sciences, or a related field.8+ years of experience in vendor management, patient services, market access, specialty pharmacy, reimbursement support, or related pharmaceutical or healthcare operations.

Demonstrated experience managing third-party vendors within a regulated healthcare or pharmaceutical environment.

Experience supporting vendor transitions, operational transformation initiatives, and program launches.3+ years of project leadership or cross-functional leadership experience.

Strong understanding of patient support programs, including hub services, reimbursement support, patient access, and patient engagement models.

Experience developing and managing KPIs, SLAs, and vendor performance scorecards.

Excellent communication, negotiation, relationship management, and stakeholder engagement skills.

Proven ability to manage multiple priorities in a fast-paced, cross-functional environment.

Preferred

MBA, MPH, or other advanced degree.

Experience supporting rare disease, specialty therapeutics, or other complex patient support programs.

Knowledge of healthcare compliance, privacy, and regulatory requirements related to patient services and vendor oversight.