Director of Club Experience Transformation at Sam's Club reimagining member shopping experiences. Collaborating with teams to drive innovation and execute strategic initiatives in retail operations.
About the role
- Operations Lead overseeing third-party managed service providers delivering infrastructure and business application services in pet health insurance. Ensuring partner performance aligns with contractual obligations and SLAs.
Responsibilities
- Serve as the primary operational point of contact, escalation, and management for strategic technology partner relationships.
- Conduct regular business reviews to assess performance, compliance, and strategic alignment.
- Foster collaborative partnerships while maintaining accountability and transparency.
- Partner with Architecture and Procurement on strategic partner strategy and roadmap.
- Define, negotiate, and enforce service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and implement all processes, policies, templates, and reporting for partner engagement and performance management.
- Ensure timely and accurate reporting of operational metrics and service performance.
- Monitor partner performance through dashboards and reporting tools, initiating corrective actions as needed.
- Work with Procurement and Finance to manage contract lifecycle including renewals, amendments, and scope changes.
- Ensure compliance with procurement policies, procedures, and standards.
- Ensure compliance with financial commitments and budgetary controls.
- Partner with Procurement to oversee competitive and comprehensive rate cards for time and material work, conducting regular benchmarking exercises.
- Ensure all project and services work is governed through comprehensive Statements of Work (SOWs) for both deliverables based fixed bid and time and material work.
- Develop, Review, and Approve SOWs to ensure clarity, scope, deliverables, timelines, and cost controls.
- Ensure vendors comply with contract deliverables, regulatory requirements, and internal policies.
- Identify and mitigate risks associated with vendor operations and service delivery.
Requirements
- Bachelor’s degree in Information Technology, Business Administration, or related field (Master’s preferred).
- 10+ years of experience in IT vendor management, service delivery, or outsourcing governance.
- Proven experience managing global vendors, especially in India and Mexico.
- Strong understanding of IT infrastructure, business applications, and managed services.
- Experience managing virtual, distributed, and international teams.
- Expertise in SLA enforcement, negotiation, and financial oversight.
- Excellent communication, leadership, and stakeholder management skills.
- Familiarity with ITIL, COBIT, or other IT governance frameworks.
Benefits
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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