Vendor Program Manager (Hybrid)

Date: Jul 15, 2026

Location:

Webster, MA, US

Company: MAPFRE

This is a hybrid position, may consider remote for qualified candidates

Join Mapfre as a Vendor Program Manager, where you'll play a critical role in managing strategic vendor and Business Process Outsourcing (BPO) partnerships that support our Enterprise Contact Center and Insurance Operations.

In this highly visible role, you'll serve as the primary point of contact for vendor partners, ensuring service delivery meets business objectives, contractual commitments, and customer experience expectations. You'll leverage data, governance frameworks, and cross-functional collaboration to drive accountability, improve performance, and support key business initiatives.

What You'll Do

Serve as the primary liaison between Mapfre and strategic vendor/BPO partners, fostering strong, collaborative relationships.
Monitor vendor performance through key performance indicators (KPIs), service level agreements (SLAs), quality metrics, and budget targets.
Identify performance gaps, conduct root cause analysis, and drive corrective action plans through resolution.
Lead vendor governance activities, including recurring business reviews, performance reporting, forecasting, and operational discussions.
Manage vendor contracts, invoice reconciliation, budget tracking, and cost forecasting.
Partner with Workforce Management and operational leaders to ensure vendor staffing plans align with business needs.
Resolve escalated service issues and drive improvements that enhance customer and business outcomes.
Support vendor selection activities, including RFPs, evaluations, onboarding, and offboarding processes.
Lead vendor-related initiatives, pilot programs, and continuous improvement efforts that drive operational efficiency and service excellence.
Collaborate with cross-functional teams on technology integrations, compliance requirements, and customer experience enhancements.
Ensure vendor partnerships align with MAPFRE's governance standards, performance expectations, and strategic objectives.

What You'll Bring

Strong vendor management, business operations, or BPO oversight experience.
Proven ability to manage performance through metrics, reporting, analytics, and accountability frameworks.
Excellent relationship-building, negotiation, and communication skills.
Strong analytical mindset with the ability to identify trends and recommend data-driven solutions.
Experience managing contracts, budgets, invoices, and vendor financial performance.
Ability to successfully manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Excel, PowerPoint, and reporting or business intelligence tools.
Experience leading cross-functional initiatives and driving process improvements.

Qualifications

Bachelor's degree preferred; Associate's degree required.
4–6 years of vendor management, BPO oversight, program management, or operations leadership experience preferred; or
6–8 years of related experience with an Associate's degree.
Experience working in customer service, contact center, insurance operations, or outsourced service environments is highly desirable.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job- we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay Transparency: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range: $67,600 - $86,100

Benefit Highlights:

At Mapfre, we invest in our employees' well-being by offering a comprehensive benefits package, including:

Paid Time Off (PTO): A flexible PTO program that combines vacation, personal, volunteer and sick time into one convenient bank of paid time off.
401(k) & Profit Sharing: Eligible employees may participate in Mapfre's 401(k) plan that includes company matching contributions up to certain amounts under the terms of the plan.
Medical, Dental and Vision Coverage: Choice of comprehensive medical, dental and vision insurance coverage under group plans offered by the company.
Other Benefits Include: STD, LTD, Life Insurance, FSA, HSA and various wellness programs

Benefits provided are subject to the terms and conditions of the applicable benefit plan or policy. The Company reserves the right to alter, amend, or terminate benefits in its sole discretion. To learn more about our benefit offerings please visit: https://mapfre.gobenefits.net/

If you require a reasonable accommodation during the application or selection process, please contact the Mapfre Talent Acquisition team at talentacquisition@mapfre.com. Mapfre is proud to be an Equal Opportunity Employer.

Important Notice:

The information above is intended to provide a general overview of available benefits. Eligibility, plan provisions, and coverage are governed by the terms and conditions of the applicable benefit plans and policies, which may be modified from time to time

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Nearest Major Market: Worcester
Job Segment: Program Manager, Call Center Manager, Call Center Supervisor, BPO, Recruiting, Management, Customer Service, Operations, Human Resources

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