Principal Vendor Partner Manager (Finance)

Location: Toronto, Canada

Salary: CAD 148,500–201,000 per year, plus potential bonus, equity rewards, and benefits.

Company

hirify.global is a financial technology platform serving approximately 100 million customers through products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead strategic relationships with multiple high-impact vendor and BPO partners, driving operational excellence and measurable business outcomes.
• Own partner performance across CSAT, AHT, issue resolution, staffing capacity, and performance improvement plans.
• Run weekly and monthly business reviews, establish accountability, and escalate systemic issues with clear improvement plans.
• Lead cross-functional programs covering support delivery, expert readiness, tooling, engagement governance, and service innovation.
• Advise CX, Product, Operations, and Finance stakeholders on experience design, scaling decisions, and execution requirements.
• Build executive reporting, performance frameworks, analytical models, and ROI assessments for partnerships and strategic initiatives.

Requirements

• 10+ years of leadership experience in vendor partner management, customer experience, business operations, program management, or strategic partnerships.
• Proven experience managing BPO or vendor partnerships and developing relationships with senior stakeholders.
• Strong knowledge of contact center KPIs, including CSAT, AHT, and issue resolution, as well as WBR/MBR cadences and performance accountability frameworks.
• Experience with engagement governance, change management, and partner governance in large-scale service delivery environments.
• Strong analytical and storytelling skills, with the ability to present complex data as actionable recommendations for senior audiences.
• Bachelor's degree required; MBA or an advanced degree preferred.

Culture & Benefits

• High-impact, fast-moving environment focused on continuous improvement and operational excellence.
• Significant autonomy in ambiguous and evolving business situations.
• Competitive compensation with performance-based cash bonus eligibility.
• Potential equity rewards and employee benefits.
• Work focused on improving customer and expert experiences at scale.