Senior Program Manager I

This is a Fully Remote Job

About Our Client:

The organization operates within the financial technology sector, addressing the challenge of providing transparent and predictable payment options to consumers without hidden fees or unexpected costs. The operations team focuses on delivering seamless customer experiences and enabling new product capabilities while maintaining operational excellence across multiple functions including strategy, planning, customer service, fraud operations, and quality control.

About the Opportunity:

The SENIOR PROGRAM MANAGER I will lead performance and transformation efforts across a global network of outsourced vendors. This role is responsible for driving vendor excellence, enhancing customer satisfaction, and shaping long-term vendor strategies. It involves significant strategic oversight, data-driven decision-making, and cross-functional leadership to ensure operational success and high standards.

Responsibilities:

• Own vendor performance metrics including customer experience, service levels, compliance, and quality assurance.
• Lead executive-level vendor governance activities such as quarterly business reviews and escalations.
• Define and implement operational strategies for services across the vendor network.
• Collaborate with Business Analysts to develop necessary metrics and dashboards.
• Analyze data to identify performance gaps and prioritize corrective actions.
• Conduct ad-hoc analyses and scenario modeling to support decisions.
• Serve as liaison for unique partner operational needs.
• Coordinate initiatives spanning Operations, Compliance, Product, Risk, Training, QA, and Workforce Management.
• Translate vendor insights into actionable improvements.
• Act as senior escalation point for systemic issues.
• Drive initiatives including product rollouts, vendor transitions, and regulatory changes.
• Design and execute change management programs ensuring vendor readiness and adoption.
• Promote continuous improvement and innovation within the vendor network.

Requirements:

• Minimum 8 years of experience in vendor or BPO management, operations, or related fields.
• Strong analytical skills with the ability to work with analysts and independently analyze data.
• Proven track record of enforcing vendor accountability through governance and scorecards.
• Experience leading large cross-functional programs with measurable impact.
• Excellent communication and influencing skills with executives.
• Preferred experience managing vendor networks of 2,000+ agents across multiple regions.
• Preferred background in fintech, technology, or high-growth customer operations.
• Preferred knowledge of compliance-heavy functions such as fraud, payments, and compliance.
• Preferred ability to translate complex data into clear narratives for senior leadership.

Pay Range and Compensation Package:

• USA base pay range for CA, WA, NY, NJ, CT per year: $165,000 - $225,000
• USA base pay range for all other U.S. states per year: $146,000 - $206,000
• Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits including fully subsidized medical, dental, and vision coverage.

Benefits & Perks:

• Medical insurance fully subsidized for employees and dependents
• Dental insurance fully subsidized for employees and dependents
• Vision insurance fully subsidized for employees and dependents

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.