Program Manager, Vendor OperationsVendor Management | Program Delivery | Operational ExcellenceLocationCharlotte, NC
Experience Required5+ Years
Reports ToDirector of Operations
DepartmentOperations
ClassificationFull-TimeAbout the RoleWe're looking for a Program Manager, Vendor Operations leader to lead the strategic and operational management of our third-party vendor ecosystem while driving cross-functional projects across our deposit, lending, and customer service organizations. This role sits at the intersection of vendor management, program execution, and product operations. You'll own the relationships and performance of our BPO and contracting partners while managing the rollout of new deposit and lending capabilities and customer service platform implementations.
This is a high-visibility role for someone who thrives in a fast-moving, regulated fintech environment and can move fluidly between vendor negotiations, project timelines, and stakeholder management across Product, Compliance, Risk, and Customer Experience teams.What You'll DoVendor & BPO Operations
- Own end-to-end vendor lifecycle management for BPO and contracting partners, including sourcing, onboarding, performance management, and offboarding.
- Manage day-to-day vendor operations, including SLAs, KPIs, staffing levels, quality scores, and escalation processes for outsourced customer service and back-office functions.
- Lead vendor performance reviews (QBRs/MBRs), identifying opportunities to improve service levels, reduce costs, and scale capacity in line with business growth.
- Partner with Legal and Procurement on contract negotiations, renewals, statements of work (SOWs), and pricing structures.
- Monitor vendor compliance with regulatory, security, and data privacy requirements, including SOC 2, PCI DSS, and GLBA, and maintain audit-ready documentation.
- Build and maintain vendor risk management processes, including third-party risk assessments in partnership with Compliance and Risk teams.
- Serve as the primary escalation point for vendor performance issues, service disruptions, or contractual disputes.
Program & Project Management
- Lead cross-functional programs supporting the launch and enhancement of deposit products (checking, savings, and CDs) and lending products (personal loans, credit cards and/or lines of credit, and related offerings).
- Manage customer service technology and process implementations, including CRM/contact center platform rollouts, IVR changes, and new support workflows.
- Develop and maintain project plans, timelines, RAID logs, and status reporting for stakeholders and leadership.
- Coordinate across Product, Engineering, Compliance, Risk, Marketing, and Vendor Operations to ensure successful, on-time, in-scope delivery.
- Identify risks and dependencies early and drive mitigation plans to keep programs on track.
- Facilitate working sessions, steering committee updates, and executive readouts.
Operational Excellence
- Build scalable processes and playbooks for vendor management and program delivery that support the company's growth.
- Define and track operational metrics, including cost per contact, average handle time (AHT), customer satisfaction (CSAT), first-contact resolution, and vendor SLA adherence, and report on performance trends.
- Partner with Finance on vendor budgeting, invoice accuracy, and cost forecasting.
- Contribute to the development of business continuity and contingency plans for critical vendor relationships.
Work EnvironmentThis is a Charlotte-based position. Occasional travel or availability outside standard hours may be required for vendor reviews, implementations, service disruptions, or other critical operational events.