Returning Candidate?

Senior Director of Process and Vendor Management

Senior Director of Process and Vendor Management

Posted Date 
# of Openings 

More information about this job


Despite pervasive connectivity in most urban areas in the United States, the FCC estimates that millions of Americans across the country have no access to broadband services. USAC administers the $10 billion Universal Service Fund, which the FCC created to address serious gaps in needed coverage. We deliver funds through four programs (E-rate, Lifeline, Rural Healthcare and High Cost), to people and places who need it most – rural, hard-to-reach communities, low income households and schools and libraries who need access to facilitate learning. We are passionate about our universal service mission, and we are in the midst of transforming our organization to better support its realization.


The Senior Director of Process and Vendor Management, will have overall strategic and operational responsibility for a process development, management strategy, standards, compliance and maturity within the company, leading all process work within the assigned scope, and will be part of the senior operational management team that drives the overall strategy for the operational aspects of the organization. With an annual operating budget of $150 million, this nonprofit organization is a critical provider of oversight and administration for $10 billion dollars in federal funds spread across four significant program divisions. As such, this is an exciting and challenging opportunity to support a publicly spirited mission and to support bipartisan activities key to the expansion of the nation's infrastructure. The Senior Director of Process and Vendor Management will initially develop deep knowledge of each program, program operations, and business plan, and will focus on the following areas: process leadership and management, development of a mature process model, associated metrics and standards, BPO vendor management and other outsourced/insourcing needs, implementation of change programs to develop a consistent operational model across the company and its vendors, and working with internal audit to develop the measurement of process compliance


This is an outstanding career opportunity for an individual interested in a genuine professional challenge in support of a public-spirited mission.


Program Leadership,Management & Process (30%):

  • Flesh out and implement organizational vision as established in the entity's Strategic Plan for process development, culture and maturity
  • Introduce business process initiatives to ensure alignment with company strategy
  • Establish a process governance structure with process owners and own the enterprise process map
  • Develop strategies for implementation and ongoing management of business operations vendors through performance metrics, SLA's and contractual arrangements
  • Manage and mentor team of professional program leaders
  • Collaborate with the management team to ensure the development of and compliance with process excellence and continuous improvement focused on the customer/stakeholder experience
  • Attract, develop, coach, and retain high-performance team members, empowering them to elevate their level of responsibility, span of control, and performance
  • Work with staff to ensure consistent, high-quality process development, compliance and management
  • Provide leadership in development of inter-team communication and cohesiveness, sustaining a strong positive culture and supporting staff during organizational growth
  • Collaborate with the team to drive organizational transformation and change management initiatives as assigned

Client Focus & Relationship Management (30%):

  • Ensure that the programs are well positioned to engage with, listen to, learn from, and interact with its key stakeholders, including the Federal Government, private sector service providers, State and public interest groups and the public itself, utilizing stakeholder feedback to drive the development of success based process and procedures in operations
  • Monitor and ensure high quality, two-way engagement through a variety of communications vehicles that help stakeholders achieve success in their objectives
  • Manage relationships with internal stakeholders and support all USAC divisions

Knowledge Management/Continuous Process Improvement (40%):

  • Develop the necessary systems, processes, and tools to better support the facilitation, collection, and sharing of knowledge that is generated by the programs
  • Lead efforts to optimize performance in the company through process development
  • Establish appropriate control and compliance mechanisms engendering a culture of success through results-focused collaborations
  • Develop dissemination systems to share organizational learning with a broad range of stakeholders
  • Ensure that key project outcomes are evaluated and leveraged for maximum program and organizational impact
  • Work collaboratively with the senior management team to integrate cross program activities and functions


About You


The Senior Director of Process and Vendor Management will be thoroughly committed to The Entity's strategy and mission. All candidates should have demonstrated leadership, coaching, and operations experience and a strong demonstrated success managing BPO vendor relationships.

  • Program and Process Leadership and Management: This individual will have taken a hands-on approach in leading a variety of initiatives, including BPO, with a focus around the development of consistent processes which drive towards consistent and predictable outcomes. The ideal candidate will have a track record of effectively leading a performance-based and outcome-based operational and program teams. S/he will have developed and operationalized strategies that have taken a program or operational organization to the next stage of growth
  • Team Building and Development: The successful candidate will have recruited, managed, and developed a strong team of staff and serves as a "player/coach" lo motivate and mentor his/her team and the company leadership.
  • Exceptional Communication and Influencing Skills: The Senior Director of Process and Vendor Management will have strong written and verbal communication skills. S/he will be a persuasive, credible, and polished communicator with excellent interpersonal and multidisciplinary skills. This individual must work collaboratively with internal as well as external stakeholders and partner organizations, providing exposure for program and process impacts through a variety of outlets
  • Integrity, positive attitude, mission-driven, and self-directed with demonstrated passion for the entity's mission and commitment to working collaboratively with a management team of senior professionals
  • A team player, who can interrelate and operate effectively with peers and other associates within a collegial, yet demanding, work environment
  • An individual who is able to handle a variety of constituencies, manage multiple tasks simultaneously and thrive in a complex environment with multiple priorities

About USAC

The Universal Service Administrative Company is dedicated to achieving universal service. This important principle suggests that all Americans deserve accessible, affordable and pervasive telephone and high-speed broadband connectivity. Our non-profit company is in the midst of a dramatic transformation to ensure that we are configured to achieve this goal.


USAC employees are passionate about our mission. Our work contributes to the success of all Americans. We’ve worked together to build a culture that is collaborative, ambitious, outcome-oriented, and feedback-focused.


To Apply


USAC offers a comprehensive benefits package, ongoing professional development opportunities, and balance between the demands of work and life.


USAC is an Equal Opportunity Employer. Only principals will be accepted. No agencies please.


To apply, please submit a cover letter with salary requirements and resume here.

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.