Vendor Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervision of vendors for dispute and fraud processes, ensuring compliance with regulatory standards, SLAs, and quality benchmarks.

• Daily performance management of offshore BPO partners, encompassing KPIs, reporting, and continuous calibration.

• Implementation of audit and control mechanisms that pinpoint deficiencies in dispute resolution, documentation, and compliance preparedness.

• Conducting root cause analysis on disputes, chargebacks, and operational mistakes — along with strategies to avoid recurrence.

• Collaboration across departments including Risk, Compliance, Legal, Fraud, and Product to enhance dispute accuracy and operational transparency.

• Development of SOPs and process frameworks for new products, regulatory updates, and adapting service models.

⛳️ Requirements

• 4–5 years of experience in vendor operations, dispute operations, risk operations, or BPO management within the fintech, financial services, or payments sectors.

• In-depth understanding of Reg E and Reg Z; knowledge of UDAAP, BSA/AML is a plus.

• Proven experience in managing offshore BPO vendors with responsibility for compliance, quality, and SLA adherence.

• Background in supporting multi-channel member operations (phone, chat, email, back-office).

• Proficiency in developing reports and analyzing performance trends across operations.

• Familiarity with Zendesk (or similar CRM), Looker/Mode, JIRA, Confluence.

• Capability to interpret regulatory requirements and transform them into operational procedures.

• Excellent analytical, documentation, and communication abilities.

• SQL or data querying experience (Bonus).

• Experience with teams handling dispute intake and processing (Bonus).

🏝️ Benefits

• Opportunity to face challenging problems, grow alongside top talent, and assist millions in achieving their financial aspirations.

• Flexible hours and a virtual-first work culture, complemented by a home office stipend.

• Comprehensive Medical, Dental, and Vision Insurance plans.

• Generous paid parental and caregiver leave policies.

• 401(k) savings plan with matching contributions.

• Access to financial advisors and financial wellness resources.

• Flexible PTO and generous company holidays, including Juneteenth and Winter Break.

• Company-wide in-person gatherings once or twice annually, alongside virtual events to foster connections with team members and leadership.