Enrollment Vendor and Process Manager

Position Overview

The Enrollment Vendor and Process Manager is a critical role within the Enrollment team and reports to the Senior Director, Enrollments & Retention. This role owns the day‑to‑day management and performance of external enrollment processing vendors, as well as the internal processes that support the end‑to‑end enrollment journey. This role is accountable for vendor performance, operational accuracy, SLA adherence, and regulatory compliance.

The role partners closely with cross‑functional stakeholders to ensure enrollment operations are seamless, scalable, and aligned to business objectives while fostering strong vendor partnerships.

• Serve as the primary point of contact for our enrollment vendors, ensuring clear communication and strong partnerships.
• Monitor, evaluate, and report on vendor performance, including quality, accuracy, productivity, and timeliness of enrollment processing; proactively address performance gaps to ensure SLA adherence.
• Lead the onboarding and implementation of new enrollment vendor(s), including project planning, timeline management, issue resolution, and post‑implementation stabilization.
• Identify, prioritize, and lead process improvement initiatives within enrollment operations to enhance efficiency, scalability, accuracy, and member experience.
• Collaborate with cross‑functional partners including Marketing, Billing/Finance, Operations, Compliance, IT, and Customer Support to optimize enrollment workflows and resolve operational issues.
• Partner with Marketing, Strategy, and Retention teams to identify opportunities and improvements in mail enrollment, renewals, and member retention.
• Develop, maintain, and enhance dashboards, reporting, and metrics to track vendor performance, enrollment volumes, quality trends, and operational outcomes.
• Ensure compliance with company policies, regulatory requirements, and service‑level agreements.
• Provide training, documentation, and guidance to internal teams and vendors to maintain high standards of accuracy, compliance, and service.
• Maintain a strong working knowledge of end‑to‑end enrollment functions, including Billing/Finance, Fulfillment, Customer Correspondence, Reporting, Back Office Operations, and Partner Support.
• Manage and prioritize enhancement requests, change requests, and process updates, coordinating with vendors and internal stakeholders to ensure timely and effective implementation.
• Conduct regular vendor audits, reviews, and operational assessments to verify compliance, identify risks, and implement corrective actions as needed.

% of Time on Function

Management, onboarding, and ongoing oversight of enrollment vendor relationships

45%

Liaison between vendors and internal teams (Enrollment Operations, Billing/Finance, IT) to ensure enrollment and billing SLAs are met

30%

Identify areas of process improvement across the Enrollment team

15%

Collaboration with Marketing, Strategy, and Retention on mail enrollment and renewal opportunities

10%

• Bachelor’s degree in Business Administration, Marketing, Operations, or a related field.
• 5+ years experience in a Marketing or Business Operations Role, with 2 years experience in vendor management.
• Proficiency with Microsoft Office.
• Self‑motivated and able to work with limited supervisor and direction.
• Strong organizational, communication and problem‑solving skills.
• Ability to collaborate effectively with cross‑functional teams and external vendors.
• Team‑oriented and self‑motivated, with the ability to manage multiple priorities effectively.

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the…