Sr. Manager of Vendor Performance and Operations

Responsibilities

• Own day-to-day governance and performance management of Imprint's primary BPO partner, covering customer service and fraud operations
• Establish and enforce performance scorecards, SLAs, and operational accountability aligned to contractual agreements
• Lead weekly and monthly business reviews with BPO leadership, ensuring action items close and performance gaps are addressed
• Build and maintain independent financial validation processes to audit vendor invoices against internal metrics (volume, handle time, contracted rates, headcount)
• Conduct gap analysis of current operating model and design remediation roadmap to support partner launches and operational scale
• Develop onboarding playbooks for adding new partners to BPO model, including forecasting, workforce management, and quality assurance
• Partner with finance, CS operations, fraud operations, procurement, and legal on vendor contracts, performance issues, and cost management
• Manage site expansion and travel requirements to offshore (Philippines) and nearshore (Colombia, El Salvador) locations
• Surface performance issues early and escalate with clarity, urgency, and supporting data
• Use spreadsheets, BI tools, and vendor performance data to identify patterns, risks, and opportunities for improvement
• Act as the main point of contact for BPO-related questions from finance, product, CS, fraud, and executive leadership

Requirements

• 7+ years of direct BPO governance, outsourced contact center management, or vendor performance management experience
• Proven ability to reverse vendor-driven dynamics and establish independent oversight of performance and costs
• Strong familiarity with contact center metrics: handle time (HT), first call resolution (FCR), average speed of answer (ASA), CSAT, abandonment rate
• Experience with vendor financial modeling: tier pricing, FTE equivalents, cost center vs. headcount, managing up logic in financial models
• Proficiency with Google Sheets and Excel for financial validation, performance tracking, and reporting
• Workforce management literacy and understanding of BPO cost drivers
• Comfort with BI tools and large datasets—able to navigate data without SQL expertise
• Strong written and verbal communication skills—able to hold vendors accountable through clear, documented guidance and escalation
• Ability to operate independently as a one-person function with limited direct support
• Comfortable with imperfect data, rapid decision-making, and acting on signal without waiting for perfection
• Strong pattern recognition across operations, finance, and data quality
• Builder mindset with ability to design frameworks that scale

Nice-to-Haves

• Experience in fintech, payments, card, or banking environments
• Background in e-commerce or marketplace companies with high-volume BPO operations
• Experience managing offshore (Philippines) and nearshore (Latin America) BPO sites
• Experience supporting high-growth partner launches or product expansions
• Comfort using AI tools (Claude, ChatGPT) to accelerate operational work

Compensation & Benefits

• Competitive compensation and equity packages
• Leading configured work computers of your choice
• Flexible paid time off
• Fully covered, high-quality healthcare, including fully covered dependent coverage
• Additional health coverage includes access to One Medical and the option to enroll in an FSA
• 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
• Access to industry-leading technology across all business units