About Our Team
Our global team supports products education electronic health records that introduce students to digital charting and prepare them to document care in today’s modern clinical environment. We have a very stable product that we've worked to get to and strive to maintain. Our team values trust, respect, collaboration, agility, and quality.
About the Role
We are looking for a dynamic, results-driven Team Manager to lead a high-performing supplier operations management team. This role is pivotal in driving supplier excellence, enhancing internal customer experiences, service delivery and enabling operational scalability across supplier-facing workflows. You will be responsible for ensuring alignment with strategic goals, executing service-level governance, and managing supplier lifecycle activities to elevate our delivery outcomes. You will act as a bridge between internal stakeholders and external partners, ensuring that supplier services are delivered consistently, efficiently, and in line with contractual and strategic expectations.
The ideal candidate brings 15+ years of progressive experience in supplier operations, with a strong track record of driving quality-first service delivery and operational scalability. They demonstrate deep expertise in managing supplier performance, leading cross-functional teams, and embedding data-driven quality frameworks. The candidate is well-versed in conducting process audits, managing escalations with precision, and championing continuous improvement initiatives to optimize service reliability and reduce operational defects. Their ability to align people, process, and platforms ensures sustained value delivery across a complex supplier ecosystem.
Core Functional Areas:
Supplier Lifecycle Management: Lead and oversee the full supplier lifecycle including onboarding, performance evaluation, contract renewals, and offboarding.
Customer & Stakeholder Experience: Act as a central liaison between suppliers and internal teams to ensure seamless service delivery, quick issue resolution, and a positive stakeholder experience.
Supplier Governance & Quality Assurance: Implement robust service-level governance, supplier scorecards, and quality frameworks to monitor, assess, and improve supplier output.
Process Optimization & Documentation: Identify inefficiencies, drive continuous improvement initiatives, and ensure standardized documentation across supplier-facing workflows.
Contract Management: Ensure contract terms are clearly defined, adhered to, and renegotiated when needed in alignment with business objectives and risk frameworks.
Issue Escalation & Root Cause Analysis: Manage escalations effectively, ensuring timely resolution and systemic corrective actions.
Performance Reporting & Analytics: Track KPIs, generate dashboards, and drive data-driven decisions to improve supplier reliability and delivery metrics.
Compliance & Audit Readiness: Ensure processes align with legal, financial, and operational compliance requirements.
Team Leadership & Development: Mentor and develop a high-performing team, fostering accountability, collaboration, and operational excellence.
Responsibilities
1. Operational Leadership
Lead and manage a team responsible for supplier onboarding, performance tracking, and issue resolution.
Drive service excellence and ensure adherence to KPIs, SLAs, and compliance metrics.
Develop and implement operational frameworks that improve turnaround time, reduce friction, and enhance supplier engagement.
Identify and mitigate operational risks related to supplier activities.
Define clear goals, KPIs, and performance metrics for individuals and the team.
2. Supplier Management
Serve as the operational point of contact for suppliers; maintain transparent and productive relationships.
Support contract execution, documentation, and renewal processes with cross-functional teams.
Facilitate supplier evaluations and periodic business reviews to track delivery quality and reliability.
Address escalations promptly and maintain resolution SLAs.
Co-develop operational scorecards with suppliers to ensure transparency in expectations, outcomes, and continuous accountability.
Collaborate with procurement and legal teams to support vendor due diligence, compliance screening, and contract operationalization.
Monitor supplier capacity planning and proactively flag delivery risks during volume surges, seasonality, or SLA drift.
3. People Management
Inspire, mentor, and coach team members to maximize individual and team performance.
Drive a culture of accountability, ownership, and continuous learning.
Manage workforce planning, capacity forecasting, and development plans for the team.
Provide regular feedback, conduct 1:1s, and lead performance evaluations.
4. Quality Management
Ensure supplier deliverables consistently meet defined quality standards and operational expectations.
Partner with the Quality & Compliance teams to develop audit mechanisms and quality scorecards.
Analyze quality-related escalations and deploy preventive/corrective actions in collaboration with suppliers.
Drive continuous improvement plans (CIPs) and implement quality benchmarks across services.
Track defect rates, rework metrics, and operational non-conformance to enforce accountability.
Implement structured feedback loops to close the gap between expected vs. actual service delivery across all critical process areas.
Lead monthly quality calibration sessions with suppliers and internal QA teams to reinforce standardization and minimize deviation.
Leverage analytics to identify recurring defect patterns, track resolution effectiveness, and evolve preventive quality controls.
5. Process Excellence & Innovation
Champion continuous improvement by identifying process gaps and implementing automation where possible.
Collaborate with technology and product teams to build/enhance tools supporting operational workflows.
Support the design and rollout of SOPs, playbooks, and knowledge management systems.
Lead root cause analysis and implement preventive controls to minimize recurring issues.
6. Process Documentation
Own the end-to-end documentation of all operational workflows, ensuring they are up to date, accessible, and aligned with internal controls.
Create and maintain SOPs, playbooks, and onboarding guides to drive consistency across team activities and supplier interactions.
Partner with quality, risk, and compliance teams to integrate audit checkpoints and version control mechanisms into key documentation.
Enable knowledge continuity by ensuring documentation supports training, back-up planning, and internal capability ramp-up.
Requirements
Bachelor's degree in business, Operations, or a related discipline; postgraduate education (MBA or equivalent) is a plus.
15+ years of experience in operations and vendor management.
Proven ability to manage cross-functional teams in a fast-paced, matrixed environment.
Strong analytical mindset with experience using operational metrics and dashboards to drive accountability.
Hands-on experience in managing escalations, RCA (Root Cause Analysis), and corrective/preventive actions (CAPA).
Demonstrated ability to lead cross-functional teams, manage change, and foster a culture of continuous improvement.
Excellent interpersonal, negotiation, and communication skills to manage both internal and external stakeholders.
Proven track record in establishing and governing supplier performance frameworks (KPIs, SLAs, OLAs).
Familiarity with contract interpretation and operationalizing service-level terms in real-world scenarios.
Strong analytical, decision-making, and stakeholder management skills.
Preferred Skills:
Certification in ISO 9001:2015 (Quality Management) and/or ISO 27001 (Information Security), or equivalent quality/audit standards and experience.
Exposure to internal and external audit processes and building audit readiness documentation.
Experience in implementing new data products supported by quality frameworks, operational controls, and governance models.
Exposure to supplier lifecycle management tools or Third-Party Risk Management (TPRM) platforms.
Familiarity with Business Continuity Planning (BCP) and Disaster Recovery Planning (DRP) in the context of supplier operations to ensure resilience and service continuity.
Understanding of change control, risk assessment, and compliance assurance frameworks.
Familiarity with supplier risk management, onboarding tools, and performance scorecards.
Proficiency in Advanced Excel, Power BI/Tableau, and operational CRM platforms.
Working knowledge of Lean, Six Sigma (Green/Black Belt), or other continuous improvement methodologies.
Experience using BI tools (e.g., Power BI, Tableau) to monitor supplier performance and identify trends.
Exposure to Generative AI (GenAI) and Large Language Models (LLMs) to enhance content quality, streamline supplier workflows, or support automation in supplier operations.
Key Competencies:
Strategic Thinking & Execution: Ability to align operational goals with organizational strategy and drive execution with measurable outcomes.
Supplier Governance: Expertise in managing supplier relationships, performance monitoring, and contract adherence across complex ecosystems.
Quality & Compliance Oversight: Proven experience implementing quality frameworks and ensuring regulatory and contractual compliance.
Conflict Resolution: Strong negotiation and mediation skills to manage escalations and maintain productive supplier relationships.
Data-Driven Decision Making: Skilled in using analytics, metrics, and dashboards to inform operational improvements and strategic planning.
Team Empowerment & Coaching: Demonstrated capability in building high-performing teams through mentoring, feedback, and continuous development.
Work in a way that works for you
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working for You
We understand that your well-being and happiness are essential to a successful career. Here are some benefits we offer:
Comprehensive Health Insurance: Covers you, your immediate family, and parents.
Enhanced Health Insurance Options: Competitive rates negotiated by the company.
Group Life Insurance: Ensuring financial security for your loved ones.
Group Accident Insurance: Extra protection for accidental death and permanent disablement.
Flexible Working Arrangement: Achieve a harmonious work-life balance.
Employee Assistance Program: Access support for personal and work-related challenges.
Medical Screening: Your well-being is a top priority.
Modern Family Benefits: Maternity, paternity, and adoption support.
Long-Service Awards: Recognizing dedication and commitment.
New Baby Gift: Celebrating the joy of parenthood.
Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
Free Transport pick up and drop from the home -office - home (applies in Chennai)"
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. What you do every day will help advance science and healthcare to advance human progress.
-----------------------------------------------------------------------
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Please read our Candidate Privacy Policy.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights.