Vendor Relationship Manager, SMB

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Who we are:

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We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role:

We are seeking a Vendor Relationship Manager of Vendor Operations for Small Business Lending to build and lead the operational framework that ensures our external partners deliver consistent, compliant, and high-performing outcomes. In this role, you will own the governance, performance management, and operational readiness of all third-party vendors supporting Small Business Lending. You will ensure vendors meet contractual obligations, align to our OKRs, operate within defined controls, and deliver an exceptional experience to our business members. This role is ideal for a leader who thrives in building new operating models, creates structure in ambiguity, and partners cross-functionally to drive accountability.

What you’ll do:

• Establish and own the vendor governance model for SMB Lending, including cadence, scorecards, escalation pathways, and performance reviews and creating connection for the sales, servicing/support, collections, and other operational functions supporting the end-to-end SMB lifecycle.
• Ensure vendors supporting origination, underwriting support, customer servicing, payments, and collections consistently meet SLAs, KPIs, and contractual obligations — and drive remediation plans when they don’t with the appropriate internal SoFi teams.
• Serve as the primary Operations point-of-contact for vendor performance, issue resolution, and continuous improvement across member-facing and back-office operations.
• Work cross functionally to build and maintain control frameworks with the appropriate internal SoFi teams ensuring vendor activities across sales practices, servicing interactions, and collections activities align with regulatory, contractual, and internal policy requirements.
• Partner with Compliance, Legal, Risk, and Audit to assess vendor risk across customer acquisition, servicing, and collections, and implement corrective actions where needed.
• Ensure vendor processes are documented, monitored, and testable, supporting exam readiness, complaint management, and operational resilience across all SMB operational functions.
• Translate program OKRs into vendor-level performance metrics, dashboards, and action plans, including metrics tied to conversion, customer experience, delinquency, recoveries, and operational efficiency.
• Identify operational friction, failure points, and control gaps across sales, support, collections, and servicing journeys, and lead cross-functional efforts to remediate them.
• Support launch readiness and ongoing enhancements for SMB Lending initiatives, ensuring vendors supporting sales, servicing, and collections are prepared, trained, and fully integrated.
• Partner closely with Product, Engineering, Credit Risk, Servicing, and Operations teams to align vendor capabilities with business strategy and evolving operational needs.
• Influence decision-making using data, root-cause analysis, and scenario planning, particularly related to vendor scalability, risk exposure, and customer impact.
• Represent Operations in vendor roadmapping, prioritization, and capacity discussions, ensuring operational, compliance, and customer experience considerations are embedded from day one.

What you’ll need:

• Minimum Bachelor or with 8+ years experience in operations, program management, vendor management, or lending operations (FinTech or banking preferred)
• Strong verbal and written communication skills 
• Advanced Experience with Excel and/or Google Sheets including creating spreadsheets, diagrams and tables to analyze data
• Experience with Powerpoint/Google Slides, ability to effectively create presentations and present to management
• Demonstrated success building governance models, processes, and controls in complex environments.
• Experience managing third-party relationships with measurable accountability.
• Strong analytical and reporting abilities — able to translate performance metrics into business insights and decisions.
• Proven ability to influence without authority and navigate highly cross-functional teams.
• Familiarity with risk frameworks, compliance expectations, and operational controls in regulated environments.

Nice to have:

• Experience in Small Business lending, servicing, or card operations
• Exposure to commercial underwriting, fraud, or collections workflows
• Background working with OKRs and outcome-driven performance management
• Experience supporting audits, regulatory exams, or CAP remediation projects

Compensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.    This role may also be eligible for a bonus and/or long term incentives. Your recruiter will provide more information to you. All roles are eligible for competitive benefits. More information about our employee benefits can be found in the link below.   Benefits To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi & Galileo page!   US-Based Base Compensation$96,000—$180,000 USDCompensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.    To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.