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

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

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

Senior Manager – Vendor Performance and Operations

Key skills