Sr. Manager of Vendor Performance and Operations

Who We Are
Imprint is reimagining co-branded credit cards & financial products to be smarter, more rewarding, and truly brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Brooks Brothers to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. Our platform combines advanced payments infrastructure, intelligent underwriting, and seamless UX to help brands offer powerful financial products—without becoming a bank.
Co-branded cards account for over $300 billion in U.S. annual spend—but most are still powered by legacy banks. Imprint is the modern alternative: flexible, tech-forward, and built for today’s consumer. Backed by Kleiner Perkins, Thrive Capital, and Khosla Ventures, we’re building a world-class team to redefine how people pay—and how brands grow. If you want to work fast, solve hard problems, and make a real impact, we’d love to meet you.

Role Summary
As Senior Manager of Vendor Performance and Operations, you will own the governance, performance, and financial accountability of Imprint's BPO partnerships—with primary focus on customer service and fraud operations. This is a high-impact individual contributor role requiring daily operational ownership, vendor accountability, and cross-functional influence.
You will act as the primary liaison and performance driver for Imprint's outsourced contact center operations: establishing independent oversight of vendor performance, financial accuracy, and operational quality. You will reverse the current vendor-driven dynamic and ensure Imprint controls its outsourced cost levers with rigor, transparency, and scalability.
This role requires hands-on execution, relentless follow-through, and the ability to operate independently in a high-growth, high-stakes environment.
What Success Looks Like in the First 90 Days
Reestablished merchant-level performance scorecard for BPO covering customer service and fraud operations with clear SLA definitions, ownership, and consequences aligned to MSA and SOW

Revamped operational weekly and monthly business review cadence with BPO leadership, including action logs that close consistently

Implemented rigorous invoice and financial validation process enabling internal audit of vendor billing against volume, handle time, and contracted rates—independent of vendor-provided data

Completed gap analysis of current BPO operating model with three-month remediation roadmap, including onboarding playbook for adding new partners (forecasting, quality management, intraday management)

Established trust as the decisive, friction-driving voice in vendor relationship—prioritizing numbers and outcomes over relationship optimization

Responsibilities
Own day-to-day governance and performance management of Imprint's primary BPO partner, covering customer service and fraud operations

Establish and enforce performance scorecards, SLAs, and operational accountability aligned to contractual agreements

Lead weekly and monthly business reviews with BPO leadership, ensuring action items close and performance gaps are addressed

Build and maintain independent financial validation processes to audit vendor invoices against internal metrics (volume, handle time, contracted rates, headcount)

Conduct gap analysis of current operating model and design remediation roadmap to support partner launches and operational scale

Develop onboarding playbooks for adding new partners to BPO model, including forecasting, workforce management, and quality assurance

Partner with finance, CS operations, fraud operations, procurement, and legal on vendor contracts, performance issues, and cost management

Manage site expansion and travel requirements to offshore (Philippines) and nearshore (Colombia, El Salvador) locations

Surface performance issues early and escalate with clarity, urgency, and supporting data

Use spreadsheets, BI tools, and vendor performance data to identify patterns, risks, and opportunities for improvement

Act as the main point of contact for BPO-related questions from finance, product, CS, fraud, and executive leadership

Qualifications
Required
7+ years of direct BPO governance, outsourced contact center management, or vendor performance management experience

Proven ability to reverse vendor-driven dynamics and establish independent oversight of performance and costs

Strong familiarity with contact center metrics: handle time (HT), first call resolution (FCR), average speed of answer (ASA), CSAT, abandonment rate

Experience with vendor financial modeling: tier pricing, FTE equivalents, cost center vs. headcount, managing up logic in financial models

Proficiency with Google Sheets and Excel for financial validation, performance tracking, and reporting

Workforce management literacy and understanding of BPO cost drivers

Comfort with BI tools and large datasets—able to navigate data without SQL expertise

Strong written and verbal communication skills—able to hold vendors accountable through clear, documented guidance and escalation

Ability to operate independently as a one-person function with limited direct support

Comfortable with imperfect data, rapid decision-making, and acting on signal without waiting for perfection

Strong pattern recognition across operations, finance, and data quality

Builder mindset with ability to design frameworks that scale

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

Experience supporting high-growth partner launches or product expansions

Comfort using AI tools (Claude, ChatGPT) to accelerate operational work

Perks & Benefits
Competitive compensation and equity packages

Leading configured work computers of your choice

Flexible paid time off

Fully covered, high-quality healthcare, including fully covered dependent coverage

Additional health coverage includes access to One Medical and the option to enroll in an FSA

20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents

Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.

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