Vendor Operations Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $104k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Dave

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

🏦 Banking

👥 B2C

Fintech • Banking • B2C

Dave is a financial services company that aims to provide a fair and affordable banking experience for individuals who feel overlooked by traditional banks. The company was founded on the belief that banks have built products that are often predatory, exemplified by high overdraft fees. In an effort to combat this, Dave offers features like $500 advances, fee-free goal tracking, and support for individuals seeking side hustles to improve their financial situations. Their mission revolves around leveling the financial playing field and making financial solutions accessible to everyone.

📋 Description

• Serve as the operational point of contact for all member servicing channels. • Monitor vendor compliance and performance for dispute-handling contacts, intake accuracy, and audit readiness. • Support implementation and enforcement of first-line controls, process monitoring, and remediation plans. • Conduct regular audits of support and risk workflows to identify process gaps and improvement opportunities. • Manage access governance, including onboarding, offboarding, and tool/access updates. • Partner with Workforce Management on vendor staffing and schedule adherence. • Collaborate with Training & Learning to track new hires against expected glide paths and hiring expectations. • Prepare and support internal stakeholders on launches of new lines of business and expanded products. • Ensure member inquiries are handled accurately and within qualitative and operational guidelines. • Build reporting and scorecards tracking servicing accuracy and SLA adherence. • Use data and root-cause analysis to identify trends and recommend preventive actions and ongoing improvements. • Coordinate escalations and information flow across servicing lines of business and stakeholders. • Identify bugs and system issues and escalate member issues to IT/Engineering for resolution and impact analysis. • Partner with Member Success, Risk, and Compliance to operationalize regulatory requirements in vendor processes. • Work with Product, Engineering, and Fraud Ops to refine workflows, automation tools, and documentation. • Help design and implement SOPs for new products and regulatory requirements. • Develop and maintain dashboards tracking contact/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 stakeholders on proactive mitigation.

🎯 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 in a multi-geography, multi-product, and multi-channel environment. • Proven success maintaining compliance and quality standards. • Familiarity with 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. • Must be permanently authorized to work in the United States without visa sponsorship. • Must not require current or future sponsorship for authorization to work in the United States. • Experience with Reg E or Reg Z workflows and understanding as part of day-to-day work. • Experience overseeing financial transaction disputes, chargeback workflows, or vendor oversight.

🏖️ Benefits

• Offers equity • 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 • 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 • Virtual events throughout to connect with team members and leadership