Senior Program Manager I
Core
Lead performance and transformation across a global BPO vendor network to drive vendor excellence and customer satisfaction at scale.
Role type
Senior Program Manager (Vendor/BPO Operations)
Builds
Operational strategies, vendor governance frameworks, and cross-functional initiatives for a global BPO network.
Domain
Fintech / Customer Operations / Vendor Management
Required skills
Vendor/BPO management, Strategic program leadership, Data analysis, Cross-functional leadership, Change management, Executive communication
Preferred skills
Managing large multi-geography agent networks (2,000+), Fintech industry background, Compliance-heavy function knowledge, Data storytelling
Technologies
N/A
Responsibilities
Own vendor performance metrics (CX, SLA, compliance, QA), Lead executive-level vendor governance (QBRs, escalations), Define operational strategies for horizontal services, Partner with Business Analysts to shape metrics and dashboards, Run ad-hoc analyses and scenario modeling, Lead cross-functional initiatives (Operations, Compliance, Product, Risk, Training, QA, WFM), Design and execute structured change programs, Champion continuous improvement across the vendor network.
Seniority
Senior, hands-on IC with strategic oversight
