Senior Manager, Business Process Operations

PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions and verifications are delivered on time and without error. 

About the Role:

We’re seeking a Senior Manager of Business Process Improvement & Operations to own and optimize our external service delivery operations and vendor partnerships. This role is critical in driving efficiency, accountability, and performance of our back-office operations in India and across global third-party vendors while partnering cross-functionally to improve end-to-end service delivery. You’ll be an operational leader who can both envision and execute sustainable process improvements. 

What you'll do:

Back Office Operations 

• Own and oversee our back-office operation to ensure consistent, high-quality performance and customer satisfaction. 

• Collaborate with Product to streamline and automate back-office operations where appropriate. 

• Define and monitor KPIs, SLAs, and quality standards for the operation. 

• Lead regular KPI focused performance reviews to continuously improve efficiency and effectiveness. 

• Serve as the primary point of escalation for service delivery challenges and ensure issues are addressed promptly and thoroughly. 

Vendor Management 

• Manage relationships with external vendors, including point-of-contact oversight, issue escalation, and performance management, with additional support provided during the contracting process. 

• Define and monitor KPIs, SLAs, and quality standards across all operations delivery vendors 

• Collaborate with Finance, Legal, and Procurement on vendor agreements, compliance, and cost optimization. 

• Develop frameworks for evaluating vendor performance and ROI. 

• Partner with internal teams (especially Product and Technology) to align vendor capabilities with business objectives. 

Business Process Improvement 

• Identify and drive initiatives that streamline operations, reduce friction, and improve the scalability of our service delivery models. 

• Lead process mapping, gap analysis, and root cause assessments to uncover opportunities for operational improvement. 

• Provide visibility into performance and make data-driven decisions. 

What you'll bring:

• 7+ years of experience in operations, process improvement, vendor management, or service delivery leadership. 

• Proven experience leading or overseeing offshore teams (India preference), with a deep understanding of cultural communication dynamics and operational alignment across geographies. 

• Demonstrated success in managing external vendors or BPO partners with a focus on service quality and accountability. 

• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights. 

• Exceptional project management skills and attention to detail. 

• Excellent communication and relationship-building skills across technical and non-technical audiences. 

• Experience with tools such as Salesforce, Jira, or other service/ops management platforms is a plus. 

• Lean Six Sigma, PMP, or other relevant certifications are a strong plus. 

• An operational mindset with a hands-on approach to solving problems. 

• A passion for building scalable systems that improve service quality and customer experience. 

• Ability to lead through influence and collaboration, particularly with cross-functional and external teams. 

• A continuous improvement mentality, with a strong focus on accountability and operational excellence. 

Benefits & Perks:

🌍Remote work environment with a flexible work schedule to encourage work-life balance

✈Annual company offsite

🌴Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave

💙 Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)

💰401(k) company match

💸One-time workspace reimbursement to help you optimize your remote workspace

DoseSpot is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.