Vendor Operations Manager

About the role

The ensures that external business process outsourcing (BPO) vendors operate with precision, compliance, and control. This position is embedded within the broader Member Success & Operations team, focusing on the servicing of Dave's members across multiple products and lines of business. The role manages support across multiple servicing channels, including Tier 1 and Tier 2 support, dispute intake, risk support, and back-office functions. You will act as the primary operational liaison for all vendor interactions across voice, chat, and email channels. The position requires a balance of rigorous process oversight and a commitment to maintaining a high-quality member experience. Success in this role means vendors meet strict operational, qualitative, and regulatory standards consistently.

Key facts

What you'll do

You will serve as the primary operational point of contact for all member servicing channels, coordinating activities across voice, chat, and email support functions. You will monitor vendor compliance and performance, focusing on dispute-handling contacts, intake accuracy, and audit readiness to ensure standards are met. You will support the Risk and Vendor Ops teams in implementing and enforcing first-line controls, process monitoring, and remediation plans to address gaps. You will conduct regular audits of support and risk workflows to identify process gaps and opportunities for continuous improvement. You will manage Access Governance for team members, handling onboarding, offboarding, and the updating of tools and access as needed. You will partner with Workforce Management to ensure vendor staffing levels and adherence to schedules on a day-to-day basis. You will collaborate with Training & Learning teams to ensure new hires follow expected glide paths and that hiring expectations are consistently met. You will prepare and assist internal stakeholders and partners during the launch of new lines of business in support of new and expanded product initiatives.

You will partner with internal and vendor teams to ensure member inquiries are handled accurately and within defined qualitative and operational guidelines. You will build and maintain reporting and scorecards that track servicing accuracy, adherence to service level agreements, and other key performance indicators. You will use data and root-cause analysis to identify trends in member contacts, disputes, and operational errors, recommending preventive actions and ongoing improvements. You will collaborate with cross-functional leads to ensure seamless escalation processes and the smooth flow of information between servicing lines of business and stakeholders. You will work closely with IT and Engineering stakeholders to handle bug identification, system issues, and member issue escalation, supporting resolution and impact analysis.

You will partner with Member Success, Risk, and Compliance teams to ensure regulatory requirements are properly integrated into vendor processes and workflows. You will work with Product, Engineering, and Fraud Ops to refine workflows, automation tools, and documentation that support servicing accuracy and operational efficiency. You will help design and implement standard operating procedures for new products or evolving regulatory requirements as Dave's servicing model expands. You will develop and maintain dashboards that track contact and ticket volumes, turnaround times, error rates, and adherence to regulatory standards. You will present insights and analysis to leadership, highlighting contact trends, process bottlenecks, and vendor performance risks. You will identify emerging risk themes and collaborate with cross-functional stakeholders to mitigate them in a proactive manner.

Requirements

You must bring 3-5 years of experience in BPO operations, specifically within member support and risk support teams in financial services, fintech, or payments environments. Experience managing a front-line dispute intake team is preferred and aligns with the operational scope of this role. You must have experience managing day-to-day operations within a multi geo, multi product, and multi channel environment, demonstrating adaptability and precision. You must understand quality assurance methodologies and how to apply them to monitor, evaluate, and improve vendor performance against defined standards. You must be comfortable working with complex data sets and using analytical skills to drive operational decisions and process improvements. You must have strong written and verbal communication skills to effectively collaborate with internal teams and external vendor partners. You must be highly organized, able to manage multiple priorities, and comfortable working in a fast-paced, dynamic operational setting. You must demonstrate a strong attention to detail and a commitment to compliance, ensuring that all vendor activities adhere to regulatory and procedural requirements.

Nice to have

Preferred experience includes working with financial services, fintech, or payments products that involve credit, collections, or consumer protection considerations. Familiarity with workflow automation tools and process documentation frameworks is preferred. Experience with reporting and dashboarding platforms used for operational monitoring is a plus. Knowledge of regulatory requirements in U.S. financial services is preferred. Experience collaborating with cross-functional product and engineering teams in a fast-growth environment is valued.

Practical notes

This role is based in the United States and requires full-time engagement. The position involves collaboration across multiple time zones and requires flexibility to support operational needs as they arise. No specific visa sponsorship details are provided. There are no published compensation details for this role in the source information. Deadlines for application submission are not specified in the source material. Travel requirements are not outlined in the source documentation.