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Dave is a fintech platform serving financially vulnerable Americans with affordable, transparent access to liquidity. The company offers products like ExtraCash (up to $500 in minutes) and is launching Buy Now Pay Later in 2026.
The Vendor Operations Manager reports to the Sr. Manager of Member Operations and oversees Dave's BPO (Business Process Outsourcing) vendors across multiple servicing channels including voice, chat, and email support. This role ensures vendors meet operational, qualitative, and regulatory standards while delivering excellent member experience.
Key responsibilities include:
**Vendor Oversight & Compliance**: Serve as the operational point of contact for all member servicing channels. Monitor vendor compliance with dispute handling, intake accuracy, and audit readiness. Implement and enforce first-line controls and process monitoring. Conduct regular audits to identify gaps. Manage access governance for team members (onboarding/offboarding). Partner with Workforce Management on staffing and scheduling. Collaborate with Training & Learning to ensure new hires meet expectations.
**Operational Performance & Quality Control**: Partner with internal and vendor teams to ensure member inquiries are handled accurately within guidelines. Build reporting and scorecards tracking servicing accuracy and SLA adherence. Use data and root-cause analysis to identify trends and recommend preventive actions. Ensure seamless escalation between servicing lines. Identify system issues and escalate to IT/Engineering.
**Cross-Functional Collaboration**: Work with Member Success, Risk, and Compliance to operationalize regulatory requirements. Partner with Product, Engineering, and Fraud Ops to refine workflows and automation. Design and implement SOPs for new products and regulatory changes.
**Data & Reporting**: Develop dashboards tracking contact volumes, turnaround times, error rates, and regulatory adherence. Present insights to leadership on trends and risks. Identify emerging risk themes and collaborate on mitigation.
Required qualifications: 3–5 years BPO operations experience in financial services/fintech/payments, preferably managing dispute intake teams. Experience in multi-geography, multi-product, multi-channel environments with proven compliance and quality management. Familiarity with Zendesk, Looker, Mode, JIRA, Confluence. Strong analytical, documentation, and communication skills. Ability to interpret regulatory guidance and apply it operationally. Highly organized and comfortable managing multiple initiatives in fast-paced environments.
