Vendor Operations Manager

About the Role

The Vendor Operations Manager plays a critical role in ensuring Dave’s BPO vendors operate with precision, compliance, and control. Reporting to the Sr. Manager, Member Operations, this role serves as part of the broader Member Success & Operations team — supporting the servicing of Dave’s members across multiple products/lines of business and servicing channels (Voice, Chat, Email). This includes Tier 1/Tier 2 support, dispute intake/risk support, and back-office channels, ensuring vendor adherence to operational, qualitative, and regulatory standards.

You’ll work closely with internal teams (Member Success, Risk, Fraud, Operations, Compliance) and BPO vendor partners to identify and resolve issues, improve servicing accuracy, and build scalable processes that mitigate risk while prioritizing the member experience. This role bridges operational rigor with building member trust, ensuring vendors meet performance, regulatory, and quality expectations.

Responsibilities

• Vendor Oversight
  • Serve as the operational point of contact for all member servicing channels.
  • Monitor vendor compliance and performance with dispute-handling contacts, intake accuracy, and audit readiness.
  • Support the Risk and Vendor Ops teams in implementing and enforcing first-line controls, process monitoring, and remediation plans.
  • Conduct regular audits of support and risk workflows to identify process gaps and opportunities for improvement.
  • Manage access governance for team members, including onboarding, offboarding, and tool updates.
  • Partner with Workforce Management to ensure vendor staffing and adherence to schedules.
  • Collaborate with Training & Learning teams to track new hire progress and ensure hiring expectations are met.
  • Prepare and support internal stakeholders for the launch of new lines of business and product expansions.
• Operational Performance & Quality Control
  • Partner with internal and vendor teams to ensure member inquiries are handled accurately within qualitative and operational guidelines.
  • Build reporting and scorecards to track servicing accuracy and adherence to SLAs.
  • Use data and root-cause analysis to identify trends in member contacts, disputes, and operational errors, recommending preventive actions.
  • Collaborate with cross-functional leads to ensure seamless escalation and information flow between servicing lines of business.
  • Identify bugs, system issues, and member escalations, working with IT/Engineering for resolution and impact analysis.
• Cross-Functional Collaboration & Process Optimization
  • Partner with Member Success, Risk, and Compliance to ensure regulatory requirements are operationalized within vendor processes.
  • Work with Product, Engineering, and Fraud Ops to refine workflows, automation tools, and documentation.
  • Help design and implement SOPs for new products or regulatory requirements as Dave’s servicing model evolves.
• Data, Reporting & Insights
  • Develop and maintain dashboards tracking contact/ticket volumes, turnaround times, error rates, and regulatory adherence.
  • Present insights to leadership on contact trends, process bottlenecks, and vendor performance risks.
  • Identify emerging risk themes and collaborate with cross-functional stakeholders to mitigate them proactively.

Requirements

• 3–5 years of experience in BPO operations across member support and risk support teams within financial services, fintech, or payments.
• Experience managing a front-line dispute intake team preferred.
• Experience managing day-to-day operations in a multi-geo, multi-product, multi-channel environment with a focus on compliance and quality.
• Familiarity with tools such as Zendesk, Looker, Mode, JIRA, and Confluence.
• Proven ability to interpret and apply regulatory guidance to operational processes.
• Excellent analytical, documentation, and communication skills with the ability to translate complex issues into clear operational actions.
• Highly organized, proactive, and comfortable managing multiple initiatives in a fast-paced environment.

Don’t let imposter syndrome get in the way of an incredible opportunity. We’re looking for people who can help us achieve our mission and vision, not just check off the boxes. If you’re excited about this role, we encourage you to apply.

Benefits

• Opportunity to tackle tough challenges, learn from top talent, and help millions reach their financial goals.
• Flexible hours and virtual-first work culture with a home office stipend.
• Premium Medical, Dental, and Vision Insurance plans.
• Generous paid parental and caregiver leave.
• 401(k) savings plan with matching contributions.
• Financial advisor and financial wellness support.
• Flexible PTO and generous company holidays, including Juneteenth and Winter Break.
• All-company in-person events once or twice a year and virtual events to connect with team members and leadership.

Dave is a virtual-first company; team members can live and work anywhere in the United States, except Hawaii.