Director, Partner Management Strategy and Operations

GreenSky Administrative Services • Atlanta, GA

13d • $115,000 - $170,000 • Hybrid

About The Position

The Director, BPO Operations & Vendor Management owns the operational and commercial management of BPO partners across multiple lines of business. This role is accountable for delivering the 2026 BPO roadmap, including commercial/contract execution, operational cadence transition, and governance & controls while strengthening BPO partnership, improving performance accountability, and ensuring compliance readiness.

Requirements

• 10–15+ years in operations leadership with meaningful time in BPO/contact center environments (customer service, servicing, collections, fraud/credit ops, payments ops, etc.).
• 7+ years directly managing outsourced vendor partnerships (commercials, performance governance, QBR/MBR cadence, scorecards, escalation paths).
• Proven ownership of SOWs / change orders / contracting workflows, including coordinating approvals across Legal/Compliance/Finance/InfoSec/IT.
• Demonstrated experience with invoice validation/reconciliation, PO controls, and ensuring billing aligns to contract terms.
• Strong exposure to regulated operations / compliance (e.g., licensing, consent-order-type obligations, audit readiness, access controls).
• Ability to lead cadence transitions: defining RACIs, operational rituals, performance accountability, and cross-functional escalation structures.
• Working familiarity with WFM fundamentals (capacity models, forecasting, scheduling, hiring/training/nesting readiness).

Nice To Haves

• Experience partnering with large BPOs (e.g., Genpact/Infosys-type environments) and navigating multi-stakeholder governance.
• Experience in process improvement / continuous improvement frameworks to reduce cost and improve performance.
• Strong executive communication and negotiation skills (commercial definitions, timeline alignment, risk escalation).
• Vendor governance, performance management, and escalation leadership
• Contracting lifecycle: SOWs, change orders, commercial definitions
• Financial rigor: invoicing controls, reconciliation, PO discipline
• Compliance & risk management (audit-ready mindset; access controls; licensing/consent order obligations)
• Cross-functional program leadership (Legal, Compliance, IT, Finance, HR, WFM)

Responsibilities

• Lead new SOWs, change orders, and commercial definition workstreams with partners; ensure internal alignment and approvals.
• Coordinate cross-functional inputs (Legal, Compliance, Finance, InfoSec, IT, Vendor Mgmt) to complete approvals and close contracting cycles.
• Own invoice validation, reconciliation, and approval workflows; enforce contract terms and billing guardrails.
• Partner with Finance/Procurement on budgets, POs, and invoicing controls.
• Drive partner compliance requirements, legal reviews/approvals, and ongoing training compliance.
• Manage obligations and partner licensing controls including evidence tracking
• Document RACI; transition day-to-day operating practices; define escalation paths from partner → process owners → ops leadership.
• Establish performance accountability mechanisms (scorecards, QBR/MBR operating rhythm, continuous improvement) and maintain partner governance cadence.
• Partner with WFM/HR to support hiring plans, training/nesting readiness, scheduling, and capacity planning for BPO programs
• Support BPO recruiting efforts including interviews and staffing/backfill decisions to meet delivery timelines.
• Coordinate site certification, IT setup, connectivity testing, and operational tech enablement needed for program launches.
• Drive resolution paths for operational tooling/integration dependencies (e.g., dialer/CRM workflows; UAT readiness with partners).
• Run top-leadership touchpoints with partners; build feedback loops; share best practices; drive partner-led innovation.
• Communicate crisply with internal stakeholders (Ops leadership, Legal, Compliance, Finance, IT, Process Owners) and external partner leadership.

Benefits

• This role is also eligible to receive an annual bonus within a comprehensive total rewards package, alongside a full suite of medical, dental, vision, disability insurance, life insurance, 401k retirement benefits, paid time off, paid holidays, and paid personal/sick time.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1-10 employees