Customer Support Vendor Manager

Your day-to-day :

• Manage all aspects of the relationship with our BPO vendors, including invoicing, contract negotiation, and performance management
• Manage an internal team of three associate vendor managers
• Oversee day-to-day BPO operations, ensuring adherence to agreed-upon processes, quality standards, and performance metrics
• Identify opportunities for continuous improvement in efficiency, accuracy, and customer experience within the BPO environment
• Partner with internal stakeholders to ensure BPO support aligns with Greenlight's overall business OKRs
• Perform data analysis to provide actionable insights to Greenlight’s product and engineering teams
• Conduct regular audits and reviews of BPO performance, identifying areas for improvement and implementing corrective action plans
• Analyze data and reports to identify trends, diagnose issues, and make data-driven recommendations for BPO optimization
• Foster a strong collaborative relationship with BPO leadership, acting as a liaison between Greenlight and the vendor team
• Stay up-to-date on industry best practices for BPO management and customer support within the financial technology sector

What you’ll bring to the team :

• 3+ years of experience successfully managing BPO partnerships preferred
• Proven track record of driving continuous improvement in BPO performance metrics
• Strong understanding of customer support operations, quality management principles, and productivity
• Excellent data analysis skills
• Top notch problem-solving skills with the ability to identify root causes and implement effective solutions
• Experience in contract negotiation, vendor management, and relationship building.
• Excellent communication, interpersonal, and negotiation skills
• Proficient in project management methodologies and tools (e.g., MS Project)
• Experience working in a fast-paced, growth-oriented environment
• A passion for fintech and a strong understanding of the financial services industry (a plus)

Not sure this one’s for you? Don’t count yourself out. Show us what you’ve got and we’ll reach out if there’s a great fit.

Location : We are currently prioritizing candidates who are based in the Atlanta, Georgia area.

Work perks at Greenlight :

• Medical, dental, vision, and HSA match
• Paid life insurance, AD&D, and disability benefits
• Traditional 401k with company match and Roth IRA
• Unlimited PTO
• Paid company holidays and pop-up bonus holidays
• Wellness & professional development stipends
• Mental health resources
• 1 : 1 financial planners
• Fertility healthcare
• 100% paid parental and caregiving leave, plus cleaning service and meals during your leave
• Flexible WFH, both remote and in-office opportunities
• Fully stocked kitchen, catered lunches, and occasional in-office happy hours
• Employee resource groups

Working at Greenlight

Medical, dental, vision, and FSAsUnlimited, flexible time offGenerous employer 401(k) match and equityUp to 16-week paid parental leaveOngoing learning and developmentRemote-friendly work environment