Senior Vendor Manager

Key Responsibilities

• Vendor Accountability and Performance
  • Own the day-to-day frontline accountability layer for CX Ops vendor relationships across BPO partners and sub-servicers.
  • Lead BPO briefing sessions, partner performance reviews, and operational coordination touchpoints in collaboration with direct reports and cross-functional stakeholders.
  • Partner cross-functionally with teams across operations, compliance, workforce management, finance, and legal to ensure vendor activity aligns with broader organizational priorities and service commitments.
• Workflow and Escalation Coordination
  • Manage vendor routing and workflow processes, including escalation paths and operational handoff protocols across sub-servicer channels.
  • Oversee escalation intake and resolution coordination across vendor relationships, ensuring issues are triaged and resolved at the appropriate level.
  • Own operational reporting across vendor relationships, ensuring data accuracy and timely delivery to internal stakeholders.
• Account Management, Documentation, and Team Leadership
  • Maintain account management relationships across third-party partners within the CX Ops scope.
  • Ensure operational documentation for vendor workflows is current, accessible, and reflects approved procedures.
  • Provide direct oversight, mentorship, and performance management for direct reports, fostering a team capable of executing with precision and growing in scope over time.

Qualifications

• Experience
  • 5 or more years of experience in vendor management, partner operations, or outsourced operations oversight within a contact center or financial services environment.
  • Demonstrated experience managing BPO or sub-servicer relationships with accountability for performance standards and escalation handling.
  • Prior experience managing or developing a direct report.
• Operational and Technical Skills
  • Strong organizational discipline with the ability to maintain multiple concurrent vendor workflows without gaps.
  • Experience preparing and presenting vendor performance reporting to senior leadership.
  • Working knowledge of BPO billing, invoice reconciliation, and hours tracking.
  • Familiarity with data and document workflows within a servicing or financial services environment.
• Soft Skills and Work Style
  • Skilled at managing external partner relationships with professionalism and directness in equal measure.
  • Able to balance execution-heavy daily coordination with the longer-range thinking required to improve vendor processes over time.
  • Works well across internal functions including operations, compliance, and workforce management.
• Preferred Skills
  • Familiarity with Salesforce CRM or similar case management or vendor tracking systems.
  • Experience supporting or leading operational readiness reviews for new vendor onboarding.
  • Prior exposure to managing vendor relationships spanning multiple LOBs or residential service portfolios.
  • Experience with BPO contract administration or statement of work management.

Physical Requirements

• Extended period working at a computer workstation.

Benefits

• PPO and HDHP Medical Plans
• Buy-up plans for both Dental and Vision
• Ancillaries such as Accident, Critical illness, Hospital indemnity, Employer sponsored Short Term and Long-Term Disability
• Voluntary Life, and Legal services
• Multiple add-ons
• 401(k) Package including a Safe Harbor Match of 100% up to the first 4% and 50% on the next 2% with immediate vesting.