Director, Vendor Operations - Healthcare SaaS

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC.

About the O.R. 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 leading health systems across the U.S., O.R. TRAX supports hundreds of hospitals and a rapidly growing vendor network. We currently support 20000+ active vendor users and are scaling toward 40,000–50,000 over the next 12–18 months.

About the Role:

We are looking for a Director of Vendor Operations & Success to take full ownership of the vendor-facing operational function at O.R. TRAX. This role is hands-on first and leadership-oriented second. The priority is to personally stabilize, document, and improve the vendor support operation; which today is owned by one of our founders and needs a dedicated owner immediately.

From day one, you will manage at least one direct report while remaining deeply involved in the work yourself. This is not a role where you delegate from above; you will be in the tickets, the workflows, and the escalations alongside your team. The person who thrives here builds credibility through execution before they build through leadership. Over a 6 to 12-month horizon, the right person will have the opportunity to expand scope significantly, taking ownership of customer success and potentially the full vendor and facility-side experience.

At O.R. TRAX, "vendors" are the individual surgical reps, medical device reps, and field-based users who access hospital and ASC operating rooms as part of their work. These individuals are required by the facilities they serve to maintain compliance through our platform and making them both the primary users of O.R. TRAX and the people this role exists to support.

The Role:

• Own Vendor Lifecycle Operations: Step in immediately as the operational owner of vendor support — taking over from founder-level ownership and establishing structure, accountability, and quality across all inbound support for 25,000–30,000 surgical and medical reps.
• Lead & Develop a Small Team: Manage and coach 1–2 direct reports, building a high-performing micro-team with clear ownership, strong execution culture, and the capacity to scale without adding excessive headcount.
• Drive Automation Across Workflows: Identify manual, repetitive processes and partner with Product and Engineering to systematize and eliminate them, building a vendor operations engine that scales to 50,000 users without proportional cost.
• Build & Scale Operational Systems: Design and implement SOPs, escalation frameworks, vendor segmentation models, and workflow documentation, creating the operational infrastructure O.R. TRAX needs for its next stage of growth.
• Operate with Revenue Accountability: Own refund management, dispute resolution, cancellations, and vendor status changes with accuracy and urgency, protecting revenue and reducing churn across the vendor base.
• Act as Vendor Experience Owner: Go beyond transactional support, understand vendor pain points, retention risks, and lifecycle patterns, and use those insights to improve the end-to-end vendor experience.
• Partner Cross-Functionally: Collaborate with Implementation, Sales, Product, and Engineering to align vendor needs, surface systemic issues, and drive proactive resolution before problems reach scale.
• Maintain System Integrity & Reporting: Ensure CRM, ticketing, and credentialing systems are audit-ready and consistently updated; deliver regular performance reporting on vendor trends, SLA compliance, and operational health.
• Bridge to Customer Success: Over time, extend operational ownership to the facility-facing side, building a unified vendor and customer success function that protects and grows O.R. TRAX's installed base.

Qualifications for Success:

• 10+ years of experience owning vendor operations, support operations, customer success, or partner operations, within a healthcare SaaS, health tech, or medical device environment strongly preferred.
• Demonstrated experience personally stabilizing or building a support or vendor operations function at a SaaS company, not just managing a mature team but building the systems and structure from an early stage.
• Hands-on first mindset, you are comfortable and willing to be in the work alongside your team, not above it.
• Experience managing at least one direct report from day one, with a track record of building small, high-accountability teams that scale through leverage
• Healthcare domain knowledge, familiarity with hospital and ASC vendor workflows, surgical rep credentialing, OR access management, or medical rep compliance is a meaningful differentiator.
• Strong automation and systems-building instinct; proven track record of eliminating manual processes through workflow design, SOPs, ticketing systems, and collaboration with Product and Engineering.
• Experience managing payments workflows; refunds, disputes, edge-case financial handling, familiarity with Stripe or similar platforms preferred.
• Proficiency with CRM, ticketing, and workflow tools such as Salesforce, Jira, Airtable, Zendesk, or similar.
• Experience with call center operations or high-volume user support at scale (30,000+ users) is a strong plus.
• Excellent communication skills, able to engage effectively with individual vendor users, cross-functional peers, and COO-level leadership.
• Ambition and track record to match, this role has a clear and fast path to broader operational ownership for someone who executes.

Compensation: $125,000 – $150,000+ base salary, benefits and perks included

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