Customer Experience Vendor Operations Manager
Green Dot•Los Angeles, AL
•Hybrid
About The Position
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.
Requirements
- 5+ years contact center or BPO management experience
- Direct experience managing outsourced partners
- Strong understanding of vendor contracts and commercial agreements
- Proven ability to manage large, distributed teams through influence
- Financial acumen and reporting expertise
- Ability to work in the U.S. without sponsorship
- Ability to meet the location requirement outlined above
Nice To Haves
- Bachelor’s degree
Responsibilities
- Oversee daily operations across BPO partners to ensure SLA, CSAT, and quality targets are achieved
- Conduct weekly and monthly business reviews with vendor leadership
- Monitor forecasting accuracy, staffing alignment, and productivity performance
- Identify performance gaps and implement corrective action plans with vendor leadership
- Interpret and manage vendor contracts, SOWs, and performance guarantees
- Partner with Finance and Legal on contract negotiations and amendments
- Track financial performance including billing validation, cost efficiency, and ROI
- Ensure vendors meet compliance and risk standards
- Ensure consistent customer experience across all vendor sites
- Standardize quality calibration processes across enterprise partners
- Escalate and resolve systemic experience issues across vendors
- Drive continuous improvement initiatives that enhance CX outcomes
- Act as primary liaison between internal stakeholders and BPO partners
- Align vendor strategy with corporate objectives
- Partner with WFM, Training, QA, Product, and Client teams to ensure integrated execution
Benefits
- Structured hybrid work environment
- Flexibility to work remotely
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What This Job Offers
Job Type
Full-time
Career Level
Manager
