OR Trax

Compensation

Full Description

Vendor Support & Operations Manager Join the team that’s transforming how hospitals and surgery centers run their operating rooms! Location: US-based, Eastern Time overlap Department: Operations, product overlay Reports to: Todd St. Louis, COO Employment: Full-Time About OR TRAX O.R. TRAX is a healthcare SaaS company transforming how hospitals and ambulatory surgery centers manage vendor access and surgical scheduling. The platform automates credentialing, enforces compliance, and improves operating room throughput at enterprise scale. Trusted by the nation’s most complex health systems, O.R. TRAX supports hundreds of hospitals and a rapidly growing vendor network with zero-hardware deployment. As the vendor base scales past 25,000, operational excellence and vendor experience directly protect revenue and customer trust. This role exists to professionalize and automate vendor operations, remove founders from daily vendor work, and scale support without linear headcount growth. What You’ll Do ● Own the Vendor Relationship: Act as the single accountable owner for all vendor-facing operations. ● Run Vendor Operations: Manage onboarding, credentialing, support, payments, and badges. ● Protect Revenue: Handle refunds, disputes, and cancellations accurately and on time. ● Automate the Work: Identify high-volume vendor workflows and partner with Product and Engineering to automate them. ● Drive Resolution: Triage vendor-impact issues and ensure fixes land, not just tickets. ● Manage the Support Team: Coach, mentor, and scale vendor operations. Key Responsibilities ● Own all vendor support, onboarding, credentialing, and ongoing operations ● Process refunds, cancellations, and disputes within policy and SLA ● Manage badge pairing, shipment tracking, and vendor access issues ● Serve as first-line triage for vendor-impact issues and route fixes to Jira ● Maintain accurate vendor records in CRM and ticketing systems ● Coordinate with Sales, Implementation, Product, and Engineering on vendor needs ● Identify repeat vendor issues and drive automation to eliminate manual work ● Write and enforce SOPs for vendor payments, badges, and escalations ● Deliver a weekly vendor operations summary with counts and trends What We’re Looking For ● Vendor Ops Leader: 5+ years in Vendor Ops, Support Ops, or Customer Success handling escalations. ● Payments Fluent: Hands-on experience with Stripe or similar payments workflows. ● Automation Mindset: Experience driving workflow automation or tooling improvements in ops or support teams. ● Operationally Disciplined: Strong ticketing hygiene and KPI-driven reporting. ● Clear Communicator: Direct, calm, and precise with vendors and internal teams. Preferred Experience ● Healthcare vendor credentialing exposure ● Jira-based teams and incident response workflows ● Experience in scale-up or fast-growth environments Compensation Snapshot ● Base pay plus variable compensation tied to performance. ● Benefits & Perks: Health/Dental/Vision. ● Professional development support. Why O.R. TRAX? ● Massive Impact: Hospitals and ambulatory surgery centers using O.R. TRAX report saving hundreds of thousands per year, reducing surgical delays, and improving patient safety. ● Explosive Growth: Be part of a rapidly expanding company with a proven solution and an untapped market. ● Startup Energy, Big Vision: Your voice matters here; we’re building the future of surgical coordination, and you’ll help shape it. ● Fun, Driven Team: We celebrate wins, share ideas, and truly love what we do. Job Type: Full-time Pay: $60,000.00 - $70,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance Work Location: Remote