Customer Experience Vendor Operations Manager

Green Dot • Tampa, FL

5d • 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.

Location Requirement
This position is open only to candidates who can work in one of the following approved locations: Birmingham, AL (Downtown); Tampa, FL (Westshore District); Blue Ash, OH

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
• 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

• The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree