The Associate Director/Director-Partnership is responsible for building and managing the partner network that delivers agent operations for the organization's AI Care Solutions. This position will oversee a portfolio of 3-5 service and IT partners, ensuring the efficient and effective delivery of agent operations to support a $50M revenue stream. The Partner Manager will be accountable for sourcing and managing partner contracts, driving operational performance, and evolving the partnership relationships to drive continuous improvement and joint business opportunities.

A Day in the Life

Partner Network Management:

Source, evaluate, and onboard new service and IT partners to support the delivery of agent operations for the AI Care Solutions.
Manage a portfolio of 3-5 partners, including both service providers (e.g., Sagility, Oemega, Fusion) and technology partners (e.g., USHUR, Uniphore).
Ensure the partner network can collectively support 1,000-2,000 FTEs per $50M in revenue.

Contract Management and Compliance:

Negotiate and manage partner contracts, including terms and conditions, financial arrangements, and compliance requirements.
Drive continuous improvement in the partner contracts, leveraging market insights and best practices to optimize performance and value.
Ensure adherence to contractual obligations and monitor partner performance against agreed-upon metrics and KPIs.

Operational Performance Management:

Oversee the operational performance of the partner agent teams, including staffing, productivity, and quality.
Provide first-line issue resolution and support to address any operational challenges or concerns.
Implement and maintain process improvement initiatives to enhance the efficiency and effectiveness of the partner-delivered agent operations.

Strategic Partnership Development:

Evolve the partner relationships beyond basic metrics, driving continuous improvement and exploring new dimensions, such as joint selling and go-to-market strategies.
Leverage market and supply-side knowledge (e.g., suppliers, pricing) in the areas of coding, clinical, and call center services to optimize partner performance.
Collaborate with the Care Delivery Leader and Care Solutions Leader to align partner capabilities and strategies with the organization's long-term goals.

What You Need

5-7 years of experience in partner management, contract negotiation, or a similar role in the healthcare technology or services industry.
Strong understanding of the market and supply landscape for coding, clinical, and call center services.
Proven track record in contract management, including negotiation, compliance, and driving continuous improvement.
Expertise in operational performance management, with the ability to monitor and improve agent staffing, productivity, and quality.
Financial acumen to manage partner-related budgets, staffing, and reward/penalty structures.
Excellent communication and relationship-building skills, with the ability to effectively collaborate with internal and external stakeholders.
Preferred: Experience in managing a portfolio of service and IT partners in a matrix-style organization and a deep understanding of the healthcare industry.

We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

Generous Leave Benefits: Enjoy generous leave benefits of up to 40 days.
Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition.
Sabbatical Leave Policy: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
Health Insurance: We offer health benefits and insurance to you and your family for medically related expenses related to illness, disease, or injury.
Pet-Friendly Office*: Spend more time with your treasured friends, even when you're away from home. Bring your furry friends with you to the office and let your colleagues become their friends, too. *Noida office only
Creche Facility for children*: Say goodbye to worries and hello to a convenient and reliable creche facility that puts your child's well-being first. *India offices

Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

Disclaimer: Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.

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