Vendor Operations Manager

• Serve as the operational point of contact for all member servicing channels.
• Monitor vendor compliance and performance with dispute-handling contacts, intake accuracy, and audit readiness.
• Support the Risk and Vendor Ops teams in implementing and enforcing first-line controls, process monitoring, and remediation plans.
• Conduct regular audits of support and risk workflows to identify process gaps and opportunities for improvement.
• Access Governance for team members - onboarding/offboarding/updating tools/access as needed.
• Partner with Workforce Management to ensure vendor staffing and adherence to schedules on a day to day basis.
• Collaborate with Training & Learning teams to ensure new hires track against expected glide paths and ensure hiring expectations are being met.
• Prepare and aid internal stakeholders and internal partners on launch of new LOBs in support of new and expanded products launches.
• Partner with internal and vendor teams to ensure member inquiries are handled accurately and within qualitative and operational guidelines.
• Build reporting and scorecards that track servicing accuracy, and adherence to SLAs.
• Use data and root-cause analysis to identify trends in member contacts, disputes, and operational errors, recommending preventive actions and on-going improvements.
• Collaborate with cross-functional leads to ensure seamless escalation and information flow between servicing lines of business and respective stakeholders.
• Bugs identification, system issues and member issue escalation with IT/Engineering stakeholders for resolution and impact analysis.
• Partner with Member Success, Risk, Compliance, to ensure regulatory requirements are properly operationalized within vendor processes.
• Work with Product, Engineering, and Fraud Ops to refine workflows, automation tools, and documentation that support servicing accuracy and efficiency.
• Help design and implement SOPs for new products or regulatory requirements as Dave’s servicing model evolves.
• Develop and maintain dashboards that track contacts/ticket volumes, turnaround times, error rates, and regulatory adherence.
• Present insights to leadership on contact trends, process bottlenecks, and vendor performance risks.
• Identify emerging risk themes and collaborate with cross-functional stakeholders to mitigate them proactively.

• 3–5 years of experience in BPO operations across member support and risk support teams within financial services, fintech, or payments.
• Experience managing a front-line dispute intake team preferred.
• Experience managing day-to-day operations within a multi geo/product/channel environment and proven success in maintaining compliance and quality standards.
• Familiarity with tools such as Zendesk, Looker, Mode, JIRA, and Confluence.
• Proven ability to interpret and apply regulatory guidance to operational processes.
• Excellent analytical, documentation, and communication skills with the ability to translate complex issues into clear operational actions.
• Highly organized, proactive, and comfortable managing multiple initiatives in a fast-paced environment.

Pay range: $104K - $130K

• Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals.
• Flexible hours and virtual-first work culture with a home office stipend.
• Premium Medical, Dental, and Vision Insurance plans.
• Generous paid parental and caregiver leave.
• 401(k) savings plan with matching contributions.
• Financial advisor and financial wellness support.
• Flexible PTO and generous company holidays, including Juneteenth and Winter Break.
• All-company in-person events once or twice a year and virtual events throughout to connect with your team members and leadership team.