Manager, Vendor Strategy & Operations

Vantaca+HOAi•Raleigh, NC

About The Position

This is an operational and strategic role at the center of a product line that’s moving from early traction to scale. You’ll sit across customer experience, financial analysis, and internal operations—owning the work that makes the business run better and grow smarter. If you’ve been looking to take your consulting, investment banking, or PE analytical background and apply it to actually running and scaling a business, this is that opportunity. The role is intentionally broad. On any given day you might be building a customer health segmentation model, analyzing pricing elasticity across payment methods, drafting a board-ready KPI report, or working directly with a customer to resolve an adoption issue. You’ll be the person who sees what needs to get done, structures the approach, and delivers it—whether or not it fits neatly into a job description.

Requirements

5–7 years in strategy, operations, consulting, investment banking, private equity, or a high-growth startup in an analytical or operational role
Strong analytical mind—you bring judgment to modeling, not just formulas to spreadsheets
Comfort with ambiguity—you can take a vague ask and turn it into a structured plan with clear deliverables
Commercial instinct—you think about customers through a business lens, not just a relationship one. You see a retention conversation as a data problem and a growth lever
Bias toward action over perfection—you ship v1 and iterate rather than polishing a deck nobody asked for
Clear written and verbal communication—you can explain a complex analysis to a non-technical audience in two sentences
Experience with AI-assisted workflows and LLM tools (Claude Code, Cursor, etc.) or a genuine willingness to treat AI as a working partner, not a novelty
Familiarity with payment processing, fintech, or BaaS concepts is a plus but not required—intellectual curiosity matters more than domain expertise

Nice To Haves

Experience building customer success or account management programs from scratch
Exposure to B2B SaaS or embedded fintech business models
Experience with FP&A processes, P&L ownership, or board reporting

Responsibilities

Design and implement a structured customer success program for Vendor Pay within Vantaca’s existing CX framework—segmentation logic, health scoring, touch cadences, and escalation paths
Own the post-signing customer journey from implementation through steady-state: refine the onboarding process, ensure smooth go-lives, and build the operational playbook for ongoing account management
Build reporting that shows customers the ROI Vendor Pay is delivering—time savings, cost reduction, payment efficiency—and use that same data to fuel GTM efforts and case studies
Segment outreach and reporting by customer profile to focus time where it matters most and surface adoption gaps or churn risk before they become problems
Capture structured product feedback from customers and translate it into prioritized inputs for the product and engineering teams
Flag potential issues—declining volumes, stalled vendor adoption, support escalation patterns—and own the resolution workflow
Analyze pricing effectiveness across payment methods (ACH, VCC, check, ACH+) and customer segments; model scenarios for rate adjustments, corridor changes, and new packaging
Identify and quantify opportunities to optimize conversion from checks to electronic payment methods, improving both customer outcomes and unit economics
Partner with the finance team on P&L buildout, reporting, and annual budget planning for Vendor Pay
Support analysis of how Vendor Pay pricing integrates into broader Vantaca packaging and commercial strategy
Provide analytical support for board materials, investor updates, and executive decision-making
Refine and extend the existing KPI framework for Vendor Pay—identifying new metrics, improving data quality, and ensuring the dashboards and reporting infrastructure evolve as the business scales
Prepare weekly tracking reports and board-ready presentations that tell a clear story about business performance and trajectory
Use AI tools (Claude Code, Cursor, etc.) as a working partner for data analysis, report generation, and operational automation
Drive cross-functional projects from scoping through execution—process redesigns, tool rollouts, workflow improvements, and operational buildouts
Serve as embedded analytical capacity across GTM (pipeline analysis, win/loss, competitive positioning), Product (usage analytics, feature adoption), and Engineering (velocity, resource allocation) as needed
Identify inefficiencies, bottlenecks, and failure modes across operations using data; prioritize by impact and develop actionable plans
Step into operational gaps—if something important isn’t getting done and doesn’t have a clear owner, pick it up