Note: The job is a remote job and is open to candidates in USA. Imprint is reimagining co-branded credit cards and financial products, partnering with various companies to launch modern credit programs. The Senior Manager of Vendor Performance and Operations will oversee BPO partnerships, focusing on customer service and fraud operations, ensuring operational accountability and performance management.

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

Skills

• 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
• 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

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 of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

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