Principal Customer Care Vendor Manager

Help us change lives

At Exact Sciences, we're helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Principal Customer Care Vendor Manager is a strategic leader responsible for overseeing the performance, scalability, and alignment of outsourced customer care operations. This role will work in collaboration with the Customer Care Vendor Management Office (VMO) in vendor governance and customer service delivery; ensuring that external partners meet and exceed performance standards, support business objectives, and deliver exceptional customer experiences. The role demands innovative thinking, cross-functional collaboration, and a proven ability to drive success.

This position will be based in one of the offices listed, with a hybrid schedule that includes three in-office days per week.

Essential Duties

Include, but are not limited to, the following:

• Lead strategic vendor relationships across global contact center operations, ensuring alignment with corporate goals, compliance standards, and evolving customer expectations.
• Conduct regular performance reviews, including analysis of operational reports and quality audits, to identify gaps and areas for improvement.
• Develop and implement vendor governance frameworks, including the definition and monitoring of SLAs, KPIs, and continuous improvement initiatives.
• Anticipate, address, and resolve operational challenges and vendor-related conflicts with a focus on root cause analysis, long-term solutions, and service continuity.
• Conduct regular performance reviews, including analysis of operational reports and quality audits, to identify gaps and areas for improvement.
• Translate business priorities into actionable vendor strategies that enhance operational efficiency, reduce costs, and improve service delivery.
• Ensure onshore and offshore alignment across leadership, compliance, and other key stakeholders.
• Analyze vendor invoices and identify opportunities to reduce costs while maintaining quality.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Travel Requirements:
  • Ability and means to travel 4-6 trips annually to offshore call center sites.
  • Ability to travel 25% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor's degree in Business, Operations, or related field; equivalent experience considered.
• 5-7 years of experience in vendor management, outsourcing, or customer operations, preferably in a healthcare or regulated industry.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Experience working in a global or multicultural environment.
• Knowledge of contact center operations, workforce management, or quality assurance.
• Familiarity with compliance and regulatory requirements for customer service outsourcing.
• Industry certifications in Vendor Management, Project Management (PMP), or Lean/Six Sigma methodologies.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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