Vendor Operations Manager

Dave Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• The Vendor Operations Manager plays a critical role in ensuring Dave’s BPO vendors operate with precision, compliance, and control.
• Reporting to the Sr. Manager, Member Operations, this role serves as part of the broader Member Success & Operations team — supporting the servicing of Dave’s members across multiple products/lines of business across multiple servicing channels (Voice, Chat, Email) - including, but not limited to, Tier 1/Tier 2 support, dispute intake/risk support, support and risk back-office channels - ensuring vendor adherence to operational, qualitative and regulatory standards.
• You’ll work closely with internal teams (Member Success, Risk, Fraud, Operations, Compliance) and BPO vendor partners to identify and resolve issues, improve servicing accuracy, and build scalable processes that mitigate risk and puts the member experience at the forefront.
• This role bridges operational rigor with building member trust — ensuring vendors meet operational performance, regulatory and quality expectations while delivering a consistent, high-quality member experience.
• Vendor Oversight:
• Serve as the operational point of contact for all member servicing channels.
• Monitor vendor compliance and performance with dispute-handling contacts, intake accuracy, and audit readiness.
• Support the Risk and Vendor Ops teams in implementing and enforcing first-line controls, process monitoring, and remediation plans.
• Conduct regular audits of support and risk workflows to identify process gaps and opportunities for improvement.
• Access Governance for team members - onboarding/offboarding/updating tools/access as needed.
• Partner with Workforce Management to ensure vendor staffing and adherence to schedules on a day to day basis.
• Collaborate with Training & Learning teams to ensure new hires track against expected glide paths and ensure hiring expectations are being met.
• Prepare and aid internal stakeholders and internal partners on launch of new LOBs in support of new and expanded products launches.
• Operational Performance & Quality Control:
• Partner with internal and vendor teams to ensure member inquiries are handled accurately and within qualitative and operational guidelines.
• Build reporting and scorecards that track servicing accuracy, and adherence to SLAs.
• Use data and root-cause analysis to identify trends in member contacts, disputes, and operational errors, recommending preventive actions and on-going improvements.
• Collaborate with cross-functional leads to ensure seamless escalation and information flow between servicing lines of business and respective stakeholders.
• Bugs identification, system issues and member issue escalation with IT/Engineering stakeholders for resolution and impact analysis.
• Cross-Functional Collaboration & Process Optimization:
• Partner with Member Success, Risk, Compliance, to ensure regulatory requirements are properly operationalized within vendor processes.
• Work with Product, Engineering, and Fraud Ops to refine workflows, automation tools, and documentation that support servicing accuracy and efficiency.
• Help design and implement SOPs for new products or regulatory requirements as Dave’s servicing model evolves.
• Data, Reporting & Insights:
• Develop and maintain dashboards that track contacts/ticket volumes, turnaround times, error rates, and regulatory adherence.
• Present insights to leadership on contact trends, process bottlenecks, and vendor performance risks.
• Identify emerging risk themes and collaborate with cross-functional stakeholders to mitigate them proactively.

🎯 Requirements

• 3–5 years of experience in BPO operations across member support and risk support teams within financial services, fintech, or payments.
• Experience managing a front-line dispute intake team preferred.
• Experience managing day-to-day operations within a multi geo/product/channel environment and proven success in maintaining compliance and quality standards.
• Familiarity with tools such as Zendesk, Looker, Mode, JIRA, and Confluence.
• Proven ability to interpret and apply regulatory guidance to operational processes.
• Excellent analytical, documentation, and communication skills with the ability to translate complex issues into clear operational actions.
• Highly organized, proactive, and comfortable managing multiple initiatives in a fast-paced environment.

🏖️ Benefits

• Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals
• Flexible hours and virtual-first work culture with a home office stipend
• Premium Medical, Dental, and Vision Insurance plans
• Generous paid parental and caregiver leave
• 401(k) savings plan with matching contributions
• Financial advisor and financial wellness support
• Flexible PTO and generous company holidays, including Juneteenth and Winter Break
• All-company in-person events once or twice a year and virtual events throughout to connect with your team members and leadership team

Skills & Technologies

Remote

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Dave Inc.

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About Dave Inc.

Dave is a financial technology company that offers a mobile application designed to help users manage their finances. Its core services include early access to paychecks, overdraft protection, and budgeting tools, aiming to reduce financial stress and avoid costly bank fees. The company partners with employers to provide financial wellness benefits to their employees. Dave operates in the fintech industry, focusing on consumer banking and financial management solutions through a subscription-based model and interchange fees.

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