Fraud and Disputes Vendor Management Specialist

Skills

About the Role

You will manage the day-to-day performance of external operations partners, acting as the key connection between internal Operations teams and vendors. You'll use data to monitor SLAs, productivity, quality, staffing and other KPIs, partner with vendors on improvement plans, and support capacity planning, new program launches, training, and operational changes as the business scales. The shift is Monday through Friday, 8:00am – 5:00pm CT.

Requirements

• 2+ years of experience in vendor management, BPO operations, workforce management, operations, or a related role
• Strong analytical skills and experience using operational metrics to drive performance improvements
• Strong understanding of operational KPIs such as SLA, productivity, quality, AHT, utilization, and staffing
• Strong project management and organizational skills
• Strong written and verbal communication skills
• Ability to identify performance gaps, determine root causes, and hold partners accountable
• Preferred: experience managing outsourced operations teams
• Plus: experience with capacity planning, forecasting, or workforce management
• Plus: experience in financial services, fintech, fraud, disputes, customer support, or regulated environments
• Plus: experience with Salesforce, reporting tools, or workforce management platforms

Responsibilities

• Manage day-to-day relationships with external operations partners and serve as primary point of contact
• Monitor vendor performance across SLA, productivity, quality, customer experience, attendance, and staffing
• Lead recurring vendor performance reviews and ensure risks, trends, and opportunities have clear owners and action plans
• Partner with Operations leaders and vendors on capacity planning, staffing forecasts, schedules, hiring, and training needs
• Identify performance gaps, determine root causes, and develop and track corrective action plans with vendors
• Ensure vendors are prepared for new products, processes, policies, tooling changes, and volume growth
• Communicate business priorities to vendor teams as clear expectations
• Use operational data to identify trends, flag risks, and recommend improvements
• Support vendor expansions, new lines of business, site launches, and other operational changes
• Maintain governance and documentation around vendor performance, commitments, escalations, and operational changes
• Partner with Fraud and Disputes Teams, Operations Enablement, Risk, Compliance, Quality, and Training to ensure vendor operations meet internal standards

Benefits

• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for wellness, learning and development
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Company holidays, paid time off, sick time, parental leave
• Catered meals and fully stocked kitchens in office
• Geo-specific commuter benefits
• Bonus opportunities