Senior Manager of Vendor Performance and Operations (Fintech)

TL;DR

Senior Manager of Vendor Performance and Operations (Fintech): Owning the governance, performance, and financial accountability of BPO partnerships for customer service and fraud operations with an accent on operational quality and cost control. Focus on reestablishing performance scorecards, auditing vendor billing, and designing scalable onboarding playbooks for international partners.

Location: Must be based in the US (New York, San Francisco, or Remote)

Compensation: $150K – $180K • Offers Equity

Company

hirify.global is a fintech company reimagining co-branded credit cards and financial products to be smarter and brand-first.

What you will do

• Manage day-to-day governance and performance of BPO partners covering customer service and fraud operations.
• Establish and enforce performance scorecards, SLAs, and operational accountability aligned with contracts.
• Build independent financial validation processes to audit vendor invoices against internal metrics.
• Lead weekly and monthly business reviews with BPO leadership to close performance gaps.
• Conduct gap analysis of operating models and design remediation roadmaps to support scaling.
• Collaborate with finance, legal, and product teams on vendor contracts and cost management.

Requirements

• 7+ years of experience in BPO governance or outsourced contact center management.
• Strong familiarity with contact center metrics (HT, FCR, ASA, CSAT, abandonment rate).
• Proven ability to establish independent oversight of vendor costs and performance dynamics.
• Proficiency with Google Sheets and Excel for financial validation and reporting.
• Workforce management literacy and understanding of BPO cost drivers.
• Must be based in the United States.

Nice to have

• Experience in fintech, payments, card, or banking environments.
• Background in e-commerce or marketplace companies with high-volume BPO operations.
• Experience managing offshore (Philippines) and nearshore (Latin America) BPO sites.
• Comfort using AI tools (Claude, ChatGPT) to accelerate operational work.

Culture & Benefits

• Competitive compensation and equity packages.
• Flexible paid time off and fully covered, high-quality healthcare including dependent coverage.
• Generous parental leave (20 weeks for primary caregiver, 8 weeks for all new parents).
• Choice of leading configured work computers.
• Access to One Medical and FSA enrollment options.