Green Dot Corporation
Customer Experience Vendor Operations Manager
US-OH Cincinnati Operations Office, USA · Full-time
No sponsorship$84k-$126kDetected 61 days ago
ForecastingPerformance ManagementLeadershipCollaboration
About the role
- This role ensures contractual alignment, operational excellence, and consistent delivery of world-class customer experience.
- Consistent enterprise-wide SLA and CSAT achievement
- Strong vendor accountability and performance transparency
Responsibilities
- Oversee daily operations across BPO partners to ensure SLA, CSAT, and quality targets are achieved
- Identify performance gaps and implement corrective action plans with vendor leadership
- Interpret and manage vendor contracts, SOWs, and performance guarantees
- Partner with Finance and Legal on contract negotiations and amendments
- Standardize quality calibration processes across enterprise partners
- Drive continuous improvement initiatives that enhance CX outcomes
- Act as primary liaison between internal stakeholders and BPO partners
- We're Here to Support You-Accommodations Upon Request
- Our goal is to support every applicant in showcasing their talents and potential.
Requirements
- 5+ years contact center or BPO management experience
- Strong understanding of vendor contracts and commercial agreements
- Financial acumen and reporting expertise
- All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.
Nice to have
- Bachelor's degree
- Ability to work in the U.S. without sponsorship**
Compensation
- The targeted full-time base salary for this position is $83,800.00 to $125,900 per year.
- The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.
Equal opportunity
- If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know.
- We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity.
Visa & Work Authorization
- However, we are currently unable to offer visa sponsorship.
- All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.
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