Role SummaryAs
Senior Manager of Vendor Performance and Operations, you will own the governance, performance, and financial accountability of Imprint's BPO partnerships-with primary focus on customer service and fraud operations. This is a high-impact individual contributor role requiring daily operational ownership, vendor accountability, and cross-functional influence.
You will act as the primary liaison and performance driver for Imprint's outsourced contact center operations: establishing independent oversight of vendor performance, financial accuracy, and operational quality. You will reverse the current vendor-driven dynamic and ensure Imprint controls its outsourced cost levers with rigor, transparency, and scalability.
This role requires hands-on execution, relentless follow-through, and the ability to operate independently in a high-growth, high-stakes environment.
What Success Looks Like in the First 90 Days- Reestablished merchant-level performance scorecard for BPO covering customer service and fraud operations with clear SLA definitions, ownership, and consequences aligned to MSA and SOW
- Revamped operational weekly and monthly business review cadence with BPO leadership, including action logs that close consistently
- Implemented rigorous invoice and financial validation process enabling internal audit of vendor billing against volume, handle time, and contracted rates-independent of vendor-provided data
- Completed gap analysis of current BPO operating model with three-month remediation roadmap, including onboarding playbook for adding new partners (forecasting, quality management, intraday management)
- Established trust as the decisive, friction-driving voice in vendor relationship-prioritizing numbers and outcomes over relationship optimization
Responsibilities- Own day-to-day governance and performance management of Imprint's primary BPO partner, covering customer service and fraud operations
- Establish and enforce performance scorecards, SLAs, and operational accountability aligned to contractual agreements
- Lead weekly and monthly business reviews with BPO leadership, ensuring action items close and performance gaps are addressed
- Build and maintain independent financial validation processes to audit vendor invoices against internal metrics (volume, handle time, contracted rates, headcount)
- Conduct gap analysis of current operating model and design remediation roadmap to support partner launches and operational scale
- Develop onboarding playbooks for adding new partners to BPO model, including forecasting, workforce management, and quality assurance
- Partner with finance, CS operations, fraud operations, procurement, and legal on vendor contracts, performance issues, and cost management
- Manage site expansion and travel requirements to offshore (Philippines) and nearshore (Colombia, El Salvador) locations
- Surface performance issues early and escalate with clarity, urgency, and supporting data
- Use spreadsheets, BI tools, and vendor performance data to identify patterns, risks, and opportunities for improvement
- Act as the main point of contact for BPO-related questions from finance, product, CS, fraud, and executive leadership
QualificationsRequired
- 7+ years of direct BPO governance, outsourced contact center management, or vendor performance management experience
- Proven ability to reverse vendor-driven dynamics and establish independent oversight of performance and costs
- Strong familiarity with contact center metrics: handle time (HT), first call resolution (FCR), average speed of answer (ASA), CSAT, abandonment rate
- Experience with vendor financial modeling: tier pricing, FTE equivalents, cost center vs. headcount, managing up logic in financial models
- Proficiency with Google Sheets and Excel for financial validation, performance tracking, and reporting
- Workforce management literacy and understanding of BPO cost drivers
- Comfort with BI tools and large datasets-able to navigate data without SQL expertise
- Strong written and verbal communication skills-able to hold vendors accountable through clear, documented guidance and escalation
- Ability to operate independently as a one-person function with limited direct support
- Comfortable with imperfect data, rapid decision-making, and acting on signal without waiting for perfection
- Strong pattern recognition across operations, finance, and data quality
- Builder mindset with ability to design frameworks that scale
Nice to Have
- Experience in fintech, payments, card, or banking environments
- Background in e-commerce or marketplace companies with high-volume BPO operations
- Experience managing offshore (Philippines) and nearshore (Latin America) BPO sites
- Experience supporting high-growth partner launches or product expansions
- Comfort using AI tools (Claude, ChatGPT) to accelerate operational work
Perks & Benefits- Competitive compensation and equity packages
- Leading configured work computers of your choice
- Flexible paid time off
- Fully covered, high-quality healthcare, including fully covered dependent coverage
- Additional health coverage includes access to One Medical and the option to enroll in an FSA
- 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
- Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
