This position is classified as structured hybrid, with an expectation of a minimum of three (3) days per week working in the office and flexibility to work remotely on the remaining days. On-site expectations may evolve over time to support business needs, with clear communication provided in advance.
JOB DESCRIPTION
Location Requirement
This position is open only to candidates who currently reside in one of the following approved locations:
New York, NY; Birmingham, AL; Miami, FL; Tampa, FL; Blue Ash or Cincinnati, OH; or Los Angeles, CA
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.
