Customer Experience Vendor Operations Manager

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. This position is classified as structured hybrid, with an expectation of a minimum of three (3) days per week working in the office and flexibility to work remotely on the remaining days. On-site expectations may evolve over time to support business needs, with clear communication provided in advance. <<>><<>><<>><<>><<>><<>><<>><<>><<>><<>> JOB DESCRIPTION Location Requirement This position is open only to candidates who can work in one of the following approved locations: Birmingham, AL (Downtown); Tampa, FL (Westshore District); Blue Ash, OH Job Summary The Vendor & BPO Operations Manager is responsible for overseeing day-to-day performance across multiple business process outsourcing (BPO) partners supporting our enterprise contact center operations (~600 agents). This role ensures contractual alignment, operational excellence, and consistent delivery of world-class customer experience. The ideal candidate combines operational rigor, contract fluency, and strategic partnership leadership to drive results across a distributed vendor network. What Success Looks Like • Consistent enterprise-wide SLA and CSAT achievement • Strong vendor accountability and performance transparency • Optimized cost-to-serve model • Proactive issue identification and resolution Key Responsibilities Vendor Performance Management • Oversee daily operations across BPO partners to ensure SLA, CSAT, and quality targets are achieved • Conduct weekly and monthly business reviews with vendor leadership • Monitor forecasting accuracy, staffing alignment, and productivity performance • Identify performance gaps and implement corrective action plans with vendor leadership Contract & Commercial Oversight • Interpret and manage vendor contracts, SOWs, and performance guarantees • Partner with Finance and Legal on contract negotiations and amendments • Track financial performance including billing validation, cost efficiency, and ROI • Ensure vendors meet compliance and risk standards Customer Experience Governance • Ensure consistent customer experience across all vendor sites • Standardize quality calibration processes across enterprise partners • Escalate and resolve systemic experience issues across vendors • Drive continuous improvement initiatives that enhance CX outcomes Enterprise Collaboration • Act as primary liaison between internal stakeholders and BPO partners • Align vendor strategy with corporate objectives • Partner with WFM, Training, QA, Product, and Client teams to ensure integrated execution Required Qualifications • 5+ years contact center or BPO management experience • Direct experience managing outsourced partners • Strong understanding of vendor contracts and commercial agreements • Proven ability to manage large, distributed teams through influence • Financial acumen and reporting expertise Preferred Qualifications • Bachelor’s degree **Ability to work in the U.S. without sponsorship** **Ability to meet the location requirement outlined above** POSITION TYPE Regular PAY RANGE The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location. <<>><<>><<>><<>><<>><<>><<>><<>><<>><<>> We’re Here to Support You—Accommodations Upon Request Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential. Work Authorization Requirement At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship. Important Notice on Application Accuracy We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded. Green Dot Corporation (NYSE: GDOT) is a financial technology and registered bank holding company committed to transforming the way people and businesses manage and move money, and making financial wellbeing and empowerment more accessible for all. Our proprietary technology enables faster, more efficient electronic payments and money management, powering intuitive and seamless ways for people to spend, send, control and save their money. Through our retail and direct bank, we offer a broad set of financial products to consumers and businesses including debit, prepaid, checking, credit and payroll cards, as well as robust money processing services, tax refunds, cash deposits and disbursements. Our Banking as a Service ("BaaS") platform enables a growing list of America's most prominent consumer and technology companies to design and deploy their own customized banking and money movement solutions for customers and partners in the US and internationally. Founded in 1999 and headquartered in Provo, UT, our company has served more than 33 million customers directly, and now operates primarily as a "branchless bank" with more than 90,000 retail distribution locations nationwide. Green Dot Bank is a subsidiary of Green Dot Corporation and member of the FDIC. <<>><<>><<>><<>><<>><<>><<>><<>><<>><<>> What We Do: We build simple, seamless and secure financial tools for our customers and powerful solutions that fuel engagement, trust and value for partners. <<>><<>><<>><<>><<>><<>><<>><<>><<>><<>> Our Mission: We give you the power to bank seamlessly, affordably and with confidence. <<>><<>><<>><<>><<>><<>><<>><<>><<>><<>> Our Purpose: Access should not be a privilege, and we envision a world where modern banking and money management are at everyone’s fingertips—where banking enhances the flow of life. <<>><<>><<>><<>><<>><<>><<>><<>><<>><<>> Our Values: Stewardship, Trust, Action, High Performance, and Teamwork.