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
30+ days ago