With moderate supervision and some review of work in progress, this position manages key fulfillment vendors, such as transit agencies or card fulfillment vendors, to meet service needs and established client service level agreements. This position will also assist in managing relationships with business process vendors, such as fulfillment distribution companies, and will have responsibility for activities critical to the fulfillment of various product offerings.

RESPONSIBILITIES:

1.    Serves as the primary operational point of contact between WageWorks and key fulfillment vendors. On a continuous basis, verifies that critical and regular customer transactional activities are completed accurately, ensures that information concerning pricing and changes to services are recognized and appropriately communicated, and works with vendors to evaluate services and identify enhancements and improvements. Maintains financial records, reconciling and auditing what was paid out versus what the vendor charged. Investigates any issues prior to presenting for payment, within appropriate approval limits.

2.    Interfaces with internal WageWorks departments, including but not limited to Customer Service, Client Services, Professional Services, Sales, and Finance to develop and document formal policies, process flows and procedures, transfer information, respond to escalated customer inquiries, and analyze and forecast impacts to fulfillment activity

3.    Serves as the subject matter expert and is responsible for training new and existing employees on product features, systems and processes within and between various WageWorks’ departments, including customer service and client services. May assist other project team members with risk assessment or conduct risk assessment of strategic, technical, financial, or business factors affecting the project. Works to mitigate risk where feasible, relays pertinent information as appropriate, and escalates issues where necessary.

4.    Assists manager or director with the establishment, maintenance and continuing improvement of vendor management processes and procedures. Recommends changes in methods or procedures to increase the department’s efficiency. Documents and maintains processes and procedures as appropriate.

5.    Incumbents may participate in or work on special projects as assigned.

6.    Performs other duties as assigned or apparent

REQUIREMENTS:

A Bachelor’s Degree in a business or technology related major is strongly preferred.

5 or more years experience in account relationship, sales, project management, client services, and/or purchasing.

Experience and/or demonstrated success managing vendors, operations or other time critical service delivery functions is preferred. Experience with vendor service level agreements and management is preferred.

Proficiency with a PC, and advanced PC skills with business and communications software including Word, Excel and Access are required.

Strong communication skills, both oral and written, and interpersonal skills are required to effectively communicate with internal and external stakeholders.

The ability to handle multiple tasks/priorities and the ability to work under strict, specific production timelines/constraints are required.

Good attention to detail and the ability to remain organized and focused is essential.

Excellent fact-finding skills and good analytical and problem solving skills are required to address routine issues.