Senior Manager of Vendor Operations

Job Summary

Owning the governance and performance management of Imprint's primary BPO partner, the full-time Senior Manager of Vendor Operations will ensure operational accountability and financial accuracy in customer service and fraud operations while working remotely.

Key responsibilities

• Manage day-to-day governance and performance of the BPO partner, focusing on customer service and fraud operations
• Establish and enforce performance scorecards, SLAs, and operational accountability aligned with contractual agreements
• Lead business reviews with BPO leadership to address performance gaps and ensure action items are completed

Required qualifications

• 7+ years of experience in BPO governance, outsourced contact center management, or vendor performance management
• Proven ability to establish independent oversight of vendor performance and costs
• Strong familiarity with contact center metrics such as handle time, first call resolution, and CSAT
• Experience with vendor financial modeling and managing financial models related to BPO operations
• Proficiency in Google Sheets and Excel for financial validation and performance tracking