Senior Program Manager I

About This Role

This senior leadership role within Operations is accountable for driving vendor excellence and customer satisfaction at scale, while also shaping long-term vendor strategy and leading large cross-functional initiatives. It involves leading performance and transformation across a global BPO vendor network, requiring both vendor/BPO management expertise and strong analytical capability to interpret data and drive change.

Responsibilities

• Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes
• Lead executive-level vendor governance (e.g. QBRs, escalations)
• Define operational strategies for horizontal services across the vendor network
• Partner with the Business Analyst team to shape what metrics and dashboards are needed to run the business
• Use data to diagnose performance gaps, validate trends, and prioritize interventions
• Run ad-hoc analyses and scenario modeling to support rapid decision-making
• Support Strategic Partnerships by serving as entry point and liaison for unique partner operational needs
• Lead initiatives that require coordination across Operations, Compliance, Product, Risk, Training, QA, and WFM
• Translate vendor insights into cross-functional actions that improve customer experience and compliance outcomes
• Act as senior escalation point for systemic issues
• Drive key initiatives such as product/process rollouts, vendor migrations, or regulatory implementations
• Design and execute structured change programs, ensuring vendor readiness and sustained adoption
• Champion continuous improvement and innovation across the vendor network

Requirements

• 8+ years of expertise in vendor/BPO management, operations, or related fields
• Strong analytical background with the ability to define the right questions, work with analysts to build the right tools, and run independent analysis when needed
• Proven ability to drive vendor accountability through scorecards, governance, and structured interventions
• Track record of leading large, cross-functional programs with measurable business impact
• Exceptional communication and influencing skills with internal and vendor executives

Nice to have:

• Experience managing vendor networks of 2,000+ agents across multiple geographies
• Industry background in fintech, technology, or high-growth customer operations
• Knowledge of compliance-heavy functions (Fraud, Payments, Compliance)
• Skilled at turning complex data into clear narratives for senior leadership

Benefits

• Health coverage at no cost: 100% of premiums for employees and their dependents covered