BPO Vendor Manager

About the job: Tapcheck is the leading Earned Wage Access (EWA) platform, helping millions of hourly workers access the money they have already earned, on demand, without disrupting employer payroll. As we scale, we are hiring a BPO Vendor Manager to lead the selection, onboarding, and ongoing performance management of our first outsourced support partner, and to operate the full vendor lifecycle end to end. The immediate priority is to stand up a new BPO partnership end to end: RFP, evaluation, contracting, site readiness, ramp, and steady-state governance. This is a high-impact role reporting directly to the Director of Support, with executive visibility and the autonomy to build the outsourcing function the right way. This is a hybrid position based at our Plano, Texas headquarters, with in-office presence required Tuesday through Thursday each week What You’ll Do: Own the end-to-end onboarding of a new BPO partner: RFP, evaluation, site visits, contracting, technical and security integration, training, ramp, and transition to steady state. Build the selection framework: evaluation criteria, scoring rubrics, and reference checks across capability, capacity, geography, cost, security posture, and cultural fit. Negotiate SOWs, SLAs, rate cards, volume commitments, ramp schedules, and gain-share or risk-share structures that protect Tapcheck’s interests while building a productive vendor relationship. Develop and manage the end-to-end transition and onboarding plan with clear milestones, dependencies, risk mitigation strategies, and executive-level status reporting. Design and execute the knowledge transfer program: documentation standards, nesting plans, certification gates, and go-live readiness criteria. Build the QA framework: scorecards, calibration cadences, audit sampling methodology, and escalation triggers that ensure quality parity with the in-house team. Coordinate cross-functional readiness with Legal, Finance, Procurement, InfoSec, IT, Workforce Management, Quality, Training, and Enablement. Own the master onboarding plan and hold every workstream to its dates. Own daily, weekly, and monthly performance against contracted SLAs (CSAT, response time, resolution time, AHT, occupancy, schedule adherence, QA score) across all of the partner’s sites. Build and maintain the vendor scorecard. Translate raw Zendesk, Omni, and WFM data into a single source of truth that internal leadership and the vendor both trust. Run weekly business reviews and quarterly business reviews (QBRs) with vendor leadership. Drive root-cause analysis on misses and clear, time-bound corrective action plans. Partner with Workforce Management on volume forecasts, staffing requirements, and intraday adjustments. Hold the vendor accountable to forecast accuracy and staffing commitments. Manage contracts, statements of work, rate cards, and invoicing for the BPO partner. Reconcile billed hours against actual volume and identify cost-saving opportunities. Partner with Legal, Finance, Procurement, and InfoSec on contract renewals, security reviews, and compliance attestations (SOC 2, PCI, GLBA where applicable). Ensure the vendor adheres to Tapcheck’s confidentiality, privacy, and code of conduct requirements. Lead BPO readiness for new client launches, product releases, and policy changes. Own the readiness checklist: hiring, training, access, routing, scripting, and QA. Serve as the escalation point for any BPO-driven incident impacting employer clients, partners, or end users. Deliver clear, executive-ready reporting on BPO performance, spend, and risk to the Director of Support and broader leadership team. Success in the role will be measured by: Successful selection and stand-up of the new BPO partner within defined timeline and budget parameters. On-time, on-quality knowledge transfer with BPO agents meeting certification gates before handling live customer contacts. Maintenance or improvement of CSAT, NPS, FCR, and quality scores through the transition period, with no degradation in customer experience. Achievement of cost-per-contact and cost-per-resolution targets defined in the business case. BPO agent attrition and speed-to-proficiency benchmarks met within the first 90 days of go-live. Proactive identification of transition and operational risks with documented mitigation plans, avoiding unplanned disruptions. Effective cross-departmental communication and stakeholder alignment throughout the vendor lifecycle. What You’ll Bring: 7+ years in CX operations, outsourcing program management, or BPO vendor management, with at least one completed BPO stand-up built from scratch (greenfield, not inherited). Hands-on experience with RFP processes, MSA/SOW/SLA negotiation, and vendor governance frameworks. Strong commercial fluency across BPO pricing models (per-FTE, per-contact, per-minute, outcome-based), invoice reconciliation, and contract negotiation. Proven SLA and KPI ownership across CSAT, response/resolution times, QA, AHT, and schedule adherence, including running structured QBRs and corrective action plans. Solid understanding of staffing and capacity planning concepts; able to validate vendor proposals and model ramp scenarios. Proven ability to build QA programs, training curricula, and knowledge management systems for outsourced teams. Analytical rigor, with the ability to build business cases, cost models, and performance dashboards from the ground up. Hands-on with Zendesk (or comparable CCaaS), workforce management tools, and BI tools like Omni, Looker, or Tableau. Exceptional stakeholder management across executive, operational, and vendor audiences. Experience in fintech, financial services, or a similarly regulated environment preferred. Familiarity with support tools and platforms (e.g., Zendesk, Ada, QA/coaching tools). Prior experience on the BPO side (e.g., Client Services Director, Implementation Lead) is a strong plus. A bias for action, a commitment to operational excellence, and the ability to navigate ambiguity while keeping multiple workstreams on track. At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future. About Tapcheck Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis. The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances. How We Get Things Done Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process. Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues. Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth. Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes. Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company. Why Join Tapcheck? Mission that matters. We're changing how Americans access their pay — giving workers financial flexibility without the debt trap of payday loans. Flexible PTO. No accrual caps, no counting days. Take the time you need. 10 paid holidays. Including both Christmas Eve and New Year's Eve. Comprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife. FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP). 401(k) with a 100% match up to 3% of your salary. Through Mutual of America. Eligible after 90 days. A team that lives its values. Humility, grit, and a genuine drive to raise the bar — every day. Compensation Compensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process. Equal Employment Opportunity Policy Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.