[Remote] Sr. Manager of Vendor Performance and Operations

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.ResponsibilitiesOwn day-to-day governance and performance management of Imprint's primary BPO partner, covering customer service and fraud operationsEstablish and enforce performance scorecards, SLAs, and operational accountability aligned to contractual agreementsLead weekly and monthly business reviews with BPO leadership, ensuring action items close and performance gaps are addressedBuild 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 scaleDevelop onboarding playbooks for adding new partners to BPO model, including forecasting, workforce management, and quality assurancePartner with finance, CS operations, fraud operations, procurement, and legal on vendor contracts, performance issues, and cost managementManage site expansion and travel requirements to offshore (Philippines) and nearshore (Colombia, El Salvador) locationsSurface performance issues early and escalate with clarity, urgency, and supporting dataUse spreadsheets, BI tools, and vendor performance data to identify patterns, risks, and opportunities for improvementAct as the main point of contact for BPO-related questions from finance, product, CS, fraud, and executive leadershipSkills7+ years of direct BPO governance, outsourced contact center management, or vendor performance management experienceProven ability to reverse vendor-driven dynamics and establish independent oversight of performance and costsStrong familiarity with contact center metrics: handle time (HT), first call resolution (FCR), average speed of answer (ASA), CSAT, abandonment rateExperience with vendor financial modeling: tier pricing, FTE equivalents, cost center vs. headcount, managing up logic in financial modelsProficiency with Google Sheets and Excel for financial validation, performance tracking, and reportingWorkforce management literacy and understanding of BPO cost driversComfort with BI tools and large datasets—able to navigate data without SQL expertiseStrong written and verbal communication skills—able to hold vendors accountable through clear, documented guidance and escalationAbility to operate independently as a one-person function with limited direct supportComfortable with imperfect data, rapid decision-making, and acting on signal without waiting for perfectionStrong pattern recognition across operations, finance, and data qualityBuilder mindset with ability to design frameworks that scaleExperience in fintech, payments, card, or banking environmentsBackground in e-commerce or marketplace companies with high-volume BPO operationsExperience managing offshore (Philippines) and nearshore (Latin America) BPO sitesExperience supporting high-growth partner launches or product expansionsComfort using AI tools (Claude, ChatGPT) to accelerate operational workBenefitsCompetitive compensation and equity packagesLeading configured work computers of your choiceFlexible paid time offFully covered, high-quality healthcare, including fully covered dependent coverageAdditional health coverage includes access to One Medical and the option to enroll in an FSA20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parentsAccess 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 productivityCompany OverviewImprint is a co-brand financial platform that designs, configures, and operates financial products in partnership and loyalty experiences. It was founded in 2020, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.imprint.co.