Customer Support Vendor Manager

Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. We proudly serve more than 6 million parents and kids with our award-winning banking app for families. With Greenlight, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family's future. Kids and teens learn to earn, save, spend wisely, and invest.

At Greenlight, we believe every child should have the opportunity to become financially healthy and happy. It's no small task, and that's why we leap out of bed every morning to come to work. Because creating a better, brighter future for the next generation depends on it.

Greenlight Financial Technology is searching for a seasoned Customer Support Vendor Manager to oversee our outsourced support operations provided by Business Process Outsourcing (BPO) partners. In this role, you will be responsible for the strategic management and ongoing optimization of our BPO relationships, ensuring exceptional customer support for Greenlight families.

Your day-to-day:

• Manage all aspects of the relationship with our BPO vendors, including invoicing, contract negotiation, and performance management

• Manage an internal team of three associate vendor managers

• Oversee day-to-day BPO operations, ensuring adherence to agreed-upon processes, quality standards, and performance metrics

• Identify opportunities for continuous improvement in efficiency, accuracy, and customer experience within the BPO environment

• Partner with internal stakeholders to ensure BPO support aligns with Greenlight's overall business OKRs

• Perform data analysis to provide actionable insights to Greenlight's product and engineering teams

• Conduct regular audits and reviews of BPO performance, identifying areas for improvement and implementing corrective action plans

• Analyze data and reports to identify trends, diagnose issues, and make data-driven recommendations for BPO optimization

• Foster a strong collaborative relationship with BPO leadership, acting as a liaison between Greenlight and the vendor team

• Stay up-to-date on industry best practices for BPO management and customer support within the financial technology sector

What you'll bring to the team:

• 3+ years of experience successfully managing BPO partnerships preferred

• Proven track record of driving continuous improvement in BPO performance metrics

• Strong understanding of customer support operations, quality management principles, and productivity

• Excellent data analysis skills

• Top notch problem-solving skills with the ability to identify root causes and implement effective solutions

• Experience in contract negotiation, vendor management, and relationship building.

• Excellent communication, interpersonal, and negotiation skills

• Proficient in project management methodologies and tools (e.g., MS Project)

• Experience working in a fast-paced, growth-oriented environment

• A passion for fintech and a strong understanding of the financial services industry (a plus)

Not sure this one's for you? Don't count yourself out. Show us what you've got and we'll reach out if there's a great fit.

Location: We are currently prioritizing candidates who are based in the Atlanta, Georgia area.

Work perks at Greenlight:

• Medical, dental, vision, and HSA match

• Paid life insurance, AD&D, and disability benefits

• Traditional 401k with company match and Roth IRA

• Unlimited PTO

• Paid company holidays and pop-up bonus holidays

• Wellness & professional development stipends

• Mental health resources

• 1:1 financial planners

• Fertility healthcare

• 100% paid parental and caregiving leave, plus cleaning service and meals during your leave

• Flexible WFH, both remote and in-office opportunities

• Fully stocked kitchen, catered lunches, and occasional in-office happy hours

• Employee resource groups

Who we are:

It takes a special team to aim for a never-been-done-before mission like ours. We're looking for people who love working together because they know it makes us stronger, people who look to others and ask, "How can I help?" and then "How can we make this even better?" If you're ready to roll up your sleeves and help parents raise a financially smart generation, apply to join our team.

Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.