About the role:Quavo is seeking a Vice President of Client Processing to lead the back-office dispute operation within our Dispute Resolution Experts (DRE) group. This leader will build and run a new onshore operations center in Phoenix while managing an established offshore BPO partner that handles most case volume today.
DRE works disputes on behalf of clients on the Quavo platform. We service roughly eight DRE clients and are investing to grow the business. As we bring advanced AI tooling into the operation, the work is shifting from manual, mechanical case handling toward skilled review and exception scrutiny - so the onshore team will grow as the offshore footprint contracts. The VP must execute that transition while protecting quality, service levels, and client relationships.
This is a hands-on role for someone who has run a large dispute back office at a major financial institution, and a client-facing one: the VP will represent DRE operations directly to clients and must be a polished, credible executive communicator.
Responsibilities include:- Operations center buildout: stand up and run the Phoenix onshore center - site, staffing, workflows, and daily management - and grow the onshore team as AI reduces mechanical work.
- Offshore BPO management: manage the ~120-resource offshore partner to SLAs and quality standards, and execute the controlled shift of work onshore as automation matures.
- Quality & controls: own QA measurement, scorecards, calibration, and continuous-improvement programs across onshore and offshore teams; ensure compliance with applicable regulations (e.g., Reg E / Reg Z) and client requirements.
- Procedures & training: develop and maintain procedures and job aids, and run training so staff stay current as regulations and tooling evolve.
- Volume & service levels: forecast and manage to task volume, react to swings and backlogs, and keep turnaround and SLAs within target.
- AI adoption: partner with product and technology to embed AI tooling and shift the workforce toward higher-judgment review.
- Client engagement: serve as the operational leader for DRE clients in reviews and escalations, support onboarding of new clients, and align with other company VPs.
Required Qualifications:- 10+ years of operations leadership in financial services, including direct management of a back-office dispute operation.
- Proven experience leading 100+ agents working cases in a back office at a large financial institution.
- Dispute expertise: strong command of dispute/chargeback operations and governing regulations (e.g., Reg E, Reg Z, card network rules).
- Operational fundamentals: quality measurement and controls, continuous improvement, procedure development, training, and capacity/volume management.
- BPO / vendor management: experience managing offshore or outsourced partners to SLAs and quality standards.
- Buildout experience: track record of standing up, scaling, or transforming an operation.
- Executive presence: polished, credible communicator in front of clients and senior executives.
- On-site in Phoenix with travel of 10% or less.
Preferred Qualifications:- Experience introducing automation or AI into a back office and managing the workforce transition.
- Managed-services, BPO, or fintech experience servicing multiple external clients.
- Bachelor's degree; process/quality certification (e.g., Six Sigma) a plus.
