Cx Operations Manager Jobs in Ohio (NOW HIRING)

We're looking for talented professionals to join us in bringing smart money management and payment solutions to everyone's fingertips.

This position is classified as structured hybrid, with an expectation of a minimum of three (3) days per week working in the office and flexibility to work remotely on the remaining days. On-site expectations may evolve over time to support business needs, with clear communication provided in advance.

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JOB DESCRIPTION

Location Requirement

This position is open only to candidates who can work in one of the following approved locations:

Birmingham, AL (Downtown); Tampa, FL (Westshore District); Cincinnati, OH (Blue Ash)

Job Summary
The Vendor & BPO Operations Manager is responsible for overseeing day-to-day performance across multiple business process outsourcing (BPO) partners supporting our enterprise contact center operations (~600 agents). This is great opportunity to use your banking/financial services experience while supporting one of the largest brands in the world through our embedded finance program. This role ensures contractual alignment, operational excellence, and consistent delivery of world-class customer experience.
The ideal candidate combines banking/financial services experience, operational rigor, contract fluency, and strategic partnership leadership to drive results across a distributed vendor network.
What Success Looks Like
Consistent enterprise-wide SLA and CSAT achievement
Strong vendor accountability and performance transparency
Optimized cost-to-serve model
Proactive issue identification and resolution
Key Responsibilities

Vendor Performance Management
Oversee daily operations across BPO partners to ensure SLA, CSAT, and quality targets are achieved
Conduct weekly and monthly business reviews with vendor leadership
Monitor forecasting accuracy, staffing alignment, and productivity performance
Identify performance gaps and implement corrective action plans with vendor leadership
Contract & Commercial Oversight
Interpret and manage vendor contracts, SOWs, and performance guarantees
Partner with Finance and Legal on contract negotiations and amendments
Track financial performance including billing validation, cost efficiency, and ROI
Ensure vendors meet compliance and risk standards
Customer Experience Governance
Ensure consistent customer experience across all vendor sites
Standardize quality calibration processes across enterprise partners
Escalate and resolve systemic experience issues across vendors
Drive continuous improvement initiatives that enhance CX outcomes
Enterprise Collaboration
Act as primary liaison between internal stakeholders and BPO partners
Align vendor strategy with corporate objectives
Partner with WFM, Training, QA, Product, and Client teams to ensure integrated execution

Required Qualifications
5+ years contact center or BPO management experience

Banking/financial services industry experience
Direct experience managing outsourced partners
Strong understanding of vendor contracts and commercial agreements
Proven ability to manage large, distributed teams through influence
Financial acumen and reporting expertise

Preferred Qualifications
Bachelor's degree

**Ability to work in the U.S. without sponsorship**
**Ability to meet the location requirement outlined above**

POSITION TYPE

PAY RANGE

The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.

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We're Here to Support You-Accommodations Upon Request

Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.

Work Authorization Requirement
At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.

Important Notice on Application Accuracy
We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.