Sr. Manager of Vendor Performance and Operations

WHO WE ARE Imprint is building a platform that helps the world’s best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com http://Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to predict what each customer will do next and act on it, so brands can offer powerful financial products without becoming a bank. Co-branded cards alone account for over $300 billion in U.S. annual spend, and most still run on legacy bank rails. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we’re building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you. Role Summary As Senior Manager of Vendor Performance and Operations, you will own the governance, performance, and financial accountability of Imprint's BPO partnerships—with primary focus on customer service and fraud operations. This is a high-impact individual contributor role requiring daily operational ownership, vendor accountability, and cross-functional influence. You will act as the primary liaison and performance driver for Imprint's outsourced contact center operations: establishing independent oversight of vendor performance, financial accuracy, and operational quality. You will reverse the current vendor-driven dynamic and ensure Imprint controls its outsourced cost levers with rigor, transparency, and scalability. This role requires hands-on execution, relentless follow-through, and the ability to operate independently in a high-growth, high-stakes environment. What Success Looks Like in the First 90 Days - Reestablished merchant-level performance scorecard for BPO covering customer service and fraud operations with clear SLA definitions, ownership, and consequences aligned to MSA and SOW - Revamped operational weekly and monthly business review cadence with BPO leadership, including action logs that close consistently - Implemented rigorous invoice and financial validation process enabling internal audit of vendor billing against volume, handle time, and contracted rates—independent of vendor-provided data - Completed gap analysis of current BPO operating model with three-month remediation roadmap, including onboarding playbook for adding new partners (forecasting, quality management, intraday management) - Established trust as the decisive, friction-driving voice in vendor relationship—prioritizing numbers and outcomes over relationship optimization Responsibilities - Own day-to-day governance and performance management of Imprint's primary BPO partner, covering customer service and fraud operations - Establish and enforce performance scorecards, SLAs, and operational accountability aligned to contractual agreements - Lead weekly and monthly business reviews with BPO leadership, ensuring action items close and performance gaps are addressed - Build and maintain independent financial validation processes to audit vendor invoices against internal metrics (volume, handle time, contracted rates, headcount) - Conduct gap analysis of current operating model and design remediation roadmap to support partner launches and operational scale - Develop onboarding playbooks for adding new partners to BPO model, including forecasting, workforce management, and quality assurance - Partner with finance, CS operations, fraud operations, procurement, and legal on vendor contracts, performance issues, and cost management - Manage site expansion and travel requirements to offshore (Philippines) and near