Vendor Relationship Management Analyst (Fintech)

Location: Richardson, Texas, United States; the role also references Draper, Utah, and requires travel to vendor locations.

Company

Marcus by hirify.global is hirify.global' digital consumer banking business, providing online savings accounts and Certificates of Deposit through a fully digital customer experience.

What you will do

• Manage business process outsourcing vendors supporting customer calls and online chat interactions.
• Conduct quarterly vendor site visits, including physical setup, equipment, security, cyber-risk, agent, and leadership reviews.
• Oversee contact center performance, contractual SLAs, KPIs, regulatory requirements, and customer satisfaction.
• Coordinate with technology, operations, legal, compliance, and vendor risk stakeholders to implement solutions.
• Track risks, incidents, performance issues, remediation plans, and vendor communications.
• Support continuous improvement, complex problem solving, dispute resolution, and team development.

Requirements

• Associate's degree or equivalent work experience.
• At least one year in the current role.
• Strong understanding of customer service, contact center metrics, and process improvement.
• Attention to detail when working with statements of work, contracts, and invoicing.
• Project management skills for launching, exiting, or transitioning contact center operations.
• Ability to work independently in a fast-paced, team-oriented environment; some travel is required.

Nice to have

• Bachelor's degree in business or a related field.
• Leadership experience in a startup environment.
• Experience in contact center management, vendor management, BPO, supplier management, or category management.

Culture & Benefits

• Professional training and development opportunities.
• Firmwide networks supporting professional and personal growth.
• Benefits, wellness, personal finance, and mindfulness programs.
• Commitment to diversity, inclusion, and reasonable accommodations during recruitment.