JOB DESCRIPTION

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

Key Responsibilities

Vendor Performance Management
• 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

Contract & Commercial Oversight
• 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

Customer Experience Governance
• 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

Enterprise Collaboration
• 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

Required Qualifications
• 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

Preferred Qualifications
• Bachelor's degree

**Ability to work in the U.S. without sponsorship**
**Ability to meet the location requirement outlined above**

POSITION TYPE

Regular

PAY RANGE

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.

We're Here to Support You-Accommodations Upon Request

Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.