Sr. Manager of Vendor Performance and Operations

Role Summary

As 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.

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

Qualifications

• 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
• 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