Customer Experience Vendor Operations Manager

Green Dot•Los Angeles, CA

1d•Hybrid

About The Position

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. This position is classified as structured hybrid, with an expectation of a minimum of three (3) days per week working in the office and flexibility to work remotely on the remaining days. On-site expectations may evolve over time to support business needs, with clear communication provided in advance. <<>><<>><<>><<>><<>><<>><<>><<>><<>><<>> JOB DESCRIPTION Location Requirement This position is open only to candidates who currently reside in one of the following approved locations: New York, NY; Birmingham, AL; Miami, FL; Tampa, FL; Blue Ash or Cincinnati, OH; or Los Angeles, CA 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

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

Nice To Haves

Bachelor’s degree
Ability to work in the U.S. without sponsorship
Ability to meet the location requirement outlined above

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