Vendor Operations Manager

Job Summary

Ensuring operational precision and compliance, the full-time remote Vendor Operations Manager will oversee BPO vendor performance, manage member servicing channels, and collaborate with internal teams to enhance the member experience across various products and services.

Key responsibilities

• Serve as the operational point of contact for all member servicing channels, monitoring vendor compliance and performance
• Develop reporting and scorecards to track servicing accuracy and adherence to SLAs while identifying trends and recommending improvements
• Collaborate with cross-functional teams to ensure regulatory requirements are operationalized and to refine workflows for servicing accuracy and efficiency

Required qualifications

• 3-5 years of experience in BPO operations within financial services, fintech, or payments
• Experience managing a front-line dispute intake team is preferred
• Familiarity with tools such as Zendesk, Looker, Mode, JIRA, and Confluence
• Proven ability to interpret and apply regulatory guidance to operational processes
• Excellent analytical and documentation skills, with the ability to translate complex issues into clear operational actions