1913192: Vendor Manager Chase Card Customer Service (OPVM10)

Make an impact at scale by leading a critical third-party partnership that supports card customer service interactions. You will help strengthen customer outcomes, operational performance, and a strong risk and control environment. This role offers broad exposure across operations, quality, controls, risk, technology, and workforce partners. You will have opportunities to grow your leadership influence through executive-facing governance and transformation work. Join a team that values accountability, continuous improvement, and measurable results. Job summary As a Vendor Manager within Card Customer Service, you will own end-to-end delivery management for an external partner supporting key customer service work across multiple locations. You will lead vendor governance, performance management, and continuous improvement to drive consistent customer and business outcomes. You will partner closely with operations leaders and cross-functional teams to translate priorities into clear plans and stable execution. You will ensure adherence to policies, procedures, and risk and control expectations. Your work will directly influence customer experience, servicing resiliency, and control results. In this role, you will set the cadence and standards for how performance is monitored, issues are escalated, and improvements are sustained over time. You will use data and structured routines to identify trends, prioritize actions, and deliver measurable outcomes. You will also help modernize servicing through process simplification, better reporting, and automation opportunities. Success requires strong stakeholder management and comfort operating in a regulated environment. You will help build a culture of transparency, ownership, and continuous improvement with both internal and vendor teams. Job responsibilities Own the end-to-end third-party delivery relationship, including governance cadence, performance scorecards, executive communications, and accountability for customer service outcomes and service-level commitments Drive operational excellence by monitoring and improving productivity, quality, customer experience, and compliance with procedures; identify trends, determine root causes, and ensure corrective actions are implemented and sustained Lead vendor governance routines (daily, weekly, monthly, and quarterly), including performance reviews, action tracking, risk and issue reviews, and prioritization of initiatives aligned to strategy Partner with internal leaders and stakeholders to translate priorities into operational plans, readiness activities, and vendor deliverables; ensure clear requirements, documentation, and stable execution across locations Oversee workforce alignment with the vendor, including forecasting, capacity planning, staffing strategies, skill and queue coverage, and performance-to-plan reviews across time zones and locations Own issue, escalation, and incident management for vendor-delivered services, including timely triage, stakeholder communications, remediation actions, and post-incident root cause and prevention plans Ensure a strong risk and control environment, including execution of business controls, evidence standards, scripting and procedure adherence, issue remediation, and audit and exam readiness support Drive quality management disciplines, including calibration, defect trending, and coaching feedback loops to reduce repeat contacts, complaints, operational losses, and customer harm Lead continuous improvement and modernization initiatives, partnering with technology and process owners to deliver measurable gains Support operational resilience by reviewing vendor recovery strategies, participating in resiliency testing, and contributing to transition planning where needed Required qualifications, capabilities, and skills 10 years of relevant experience in vendor delivery management, customer service operations, or service delivery leadership in financial services or another regulated environment Proven ability to lead through influence and governance across vendor leadership teams and internal stakeholders, driving outcomes without direct authority over all resources Strong performance management capability, including defining metrics, building scorecards, conducting trend analysis, and translating insights into execution plans and sustained improvements Strong risk and control mindset, including experience with controls execution, issue and escalation management, documentation standards, and audit or exam readiness Experience managing delivery across multiple locations and time zones, including standardizing routines, ensuring consistent execution, and managing location-based risks Excellent communication skills, including executive-ready updates and disciplined escalation management Demonstrated change leadership implementing process, policy, and tooling changes with structured change management and operational readiness Preferred qualifications, capabilities, and skills Experience in card customer service, including general servicing, payments, account maintenance, digital support, complaints, or escalations Familiarity with third-party governance practices and partnering with procurement or third-party risk teams to align contract expectations with delivery outcomes Experience applying continuous improvement methods to improve quality, cycle time, and cost Experience partnering with technology and data teams to improve monitoring, analytics, and contact center process automation People leadership experience (direct or matrix), including coaching leaders, developing talent, and building an inclusive, high-performance culture across internal and vendor teams Additional information Visa sponsorship is not available for this position. Work schedules will be full-time in office, on a 40-hour per week schedule. #J-18808-Ljbffr JPMorgan Chase & Co.