Customer Experience Vendor Operations Manager

Job description

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. > > > > > > > > > > JOB DESCRIPTION: Location Requirement: This position is open only to candidates who currently reside in one of the following approved locations: Birmingham, AL; Tampa, FL; Blue Ash or Cincinnati, OH Job Summary: The Vendor & BPO Operations Manager is responsible for overseeing day-to-day performance across multiple business process outsourcing (BPO) partners supporting our enterprise contact center operations (~600 agents). This role ensures contractual alignment, operational excellence, and consistent delivery of world-class customer experience. The ideal candidate combines operational rigor, contract fluency, and strategic partnership leadership to drive results across a distributed vendor network. What Success Looks Like: - Consistent enterprise-wide SLA and CSAT achievement - Strong vendor accountability and performance transparency - Optimized cost-to-serve model - Proactive issue identification and resolution Key Responsibilities: Vendor Performance Management: - Oversee daily operations across BPO partners to ensure SLA, C...