Vendor Operations Manager

📋 Description

• Supervision of vendor activities related to dispute and fraud processes, ensuring compliance with regulatory standards, service level agreements (SLAs), and quality benchmarks.

• Daily management of performance metrics for offshore BPO partners, including key performance indicators (KPIs), reporting, and continuous calibration.

• Conducting audits and control measures to identify deficiencies in dispute management, documentation, and compliance preparedness.

• Performing root cause analysis on disputes, chargebacks, and operational mistakes, along with implementing actions to avert recurring problems.

• Collaborating across departments such as Risk, Compliance, Legal, Fraud, and Product to enhance dispute accuracy and operational transparency.

• Developing standard operating procedures (SOPs) and designing processes for new products, regulatory modifications, and evolving service models.

⛳️ Requirements

• 4-5 years of experience in vendor operations, dispute management, risk operations, or BPO oversight within fintech, financial services, or payment sectors.

• Proficient understanding of Regulation E and Regulation Z; knowledge of UDAAP, BSA/AML is a plus.

• Proven experience managing offshore BPO vendors with a focus on compliance, quality assurance, and SLA fulfillment.

• Background in supporting multi-channel member operations, including phone, chat, email, and back-office functions.

• Experience in developing reports and analyzing performance trends across operational activities.

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

• Capability to interpret regulatory guidelines and convert them into operational procedures.

• Strong analytical, documentation, and communication capabilities.

• SQL or data querying experience (Bonus).

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

🏝️ Benefits

• Opportunity to confront challenging problems, learn and develop alongside exceptional talent, and assist millions in achieving their financial aspirations.

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

• Comprehensive Medical, Dental, and Vision Insurance options.

• Generous paid parental and caregiver leave policies.

• 401(k) retirement plan featuring matching contributions.

• Access to financial advisors and wellness resources.

• Flexible paid time off (PTO) and ample company holidays, including Juneteenth and Winter Break.

• Company-wide in-person events once or twice a year, along with virtual events for team and leadership connections.