Principal Vendor Partner Manager (Fintech)

TL;DR

Principal Vendor Partner Manager (Fintech): Managing high-impact BPO partnerships to drive operational excellence in customer success with an accent on KPI performance and service delivery. Focus on designing governance routines, improving expert readiness, and synthesizing complex data into strategic recommendations for leadership.

Location: San Diego, California or Toronto, Canada

Salary: $148,500 - $201,000 (Toronto)

Company

hirify.global is a global financial technology platform powering prosperity for millions of customers through products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Serve as the primary strategic lead for high-impact vendor and BPO relationships to drive operational excellence.
• Own KPI performance across CSAT, AHT, and Issue Resolution, conducting root-cause analysis and driving improvement plans.
• Lead Weekly and Monthly Business Reviews (WBRs/MBRs) with analytical rigor and data-driven performance management.
• Coordinate with WFM to monitor staffing delivery against capacity plans in real time.
• Lead cross-functional initiatives to improve support delivery, expert experience, and tooling across vendor networks.
• Develop performance frameworks and analytical models to quantify the ROI of strategic initiatives.

Requirements

• 10+ years of leadership experience in Vendor Partner Management, Customer Experience, Business Operations, or Strategic Partnerships.
• Proven track record managing BPO/vendor partnerships and senior stakeholders.
• Fluency in contact center KPIs (CSAT, AHT, Issue Resolution) and performance accountability frameworks.
• Strong analytical and storytelling skills to synthesize complex data for senior audiences.
• Experience driving large, cross-functional initiatives across Product, Ops, and Finance.
• Bachelor's degree required; MBA or advanced degree preferred.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive corporate benefits package.
• Culture of continuous improvement and bold thinking.