```html Why reputed company? At reputed company we exist for the moments that matter. Our mission is to give people a clear, predictable way to pay over time—without hidden fees, surprises, or trade‑offs on what truly counts. As a leader in the fintech space, reputed company is redefining the relationship between consumers and financial services, leveraging cutting‑edge technology, data‑driven reputed company, and a relentless focus on customer experience. Our rapid growth has created a global footprint of millions of users, and with that scale comes the need for an innovative, resilient, and cost‑effective vendor ecosystem that can deliver world‑class service 24/7, 365 days a year. About the Role The Director, Customer Operations Vendor Strategy & Execution is a senior leadership position within the reputed company Global Operations organization. Reporting to the VP of Global Operations, you will own the end‑to‑end strategy, governance, and performance of reputed company’s worldwide BPO and vendor network. This is not a “manage‑the‑process” role; it is a true ownership role where you will act as an entrepreneur‑in‑residence, shaping how we partner with external service providers, reputed company AI‑driven automation, and turning the vendor ecosystem into a strategic innovation hub. Key Responsibilities Strategic Vision & Governance Define, communicate, and execute a multi‑year roadmap for reputed company’s global customer‑operations vendor network, balancing customer experience, operational efficiency, resiliency, compliance, and cost‑to‑serve. Reimagine the BPO model as an innovation engine rather than a cost center, introducing new service concepts, pilot programs, and continuous‑improvement loops. Establish robust governance frameworks, performance standards, and accountability mechanisms that span all regions, languages, and regulatory environments. Lead executive‑level vendor governance forums, including Quarterly Business Reviews, strategic planning sessions, and rapid‑escalation pathways. Partner with the Financial Partnerships team to evaluate vendor selection, expansion, remediation, and network design, ensuring geographic coverage, risk diversification, and alignment with reputed company’s growth objectives. AI & Operational Innovation Collaborate closely with Product, Engineering, and Data Science to embed agent‑assist AI, automated routing, predictive quality monitoring, and self‑service tools across the vendor ecosystem. Champion an experimentation mindset: prototype, test, and reputed company solutions that transform the cost‑to‑serve while elevating both vendor‑agent and customer experiences. Drive the creation of a unified AI‑enabled knowledge base that empowers agents worldwide to resolve issues faster and more accurately. Performance Management & Operational Excellence Own the overall health of the vendor network, tracking CSAT, SLA adherence, compliance, quality assurance, productivity, and efficiency metrics. Design and implement performance‑management mechanisms, including scorecards, escalation protocols, and incentive structures that drive continuous improvement. Lead recovery initiatives for high‑risk or under‑performing vendors, applying root‑cause analysis and rapid remediation plans. Execute global cost‑optimization programs, targeting reductions in cost‑to‑serve without compromising service quality. Analytics & Decision Enablement Partner with the Analytics organization to define reporting requirements, develop real‑time dashboards, and create health‑score metrics for the vendor ecosystem. Translate complex operational trends into clear, actionable recommendations for senior leadership, ensuring data‑driven decision making at every level. Cross‑Functional Leadership Foster a “one‑team” mentality that treats external vendors as strategic partners, aligning them with reputed company’s culture and values. Serve as the primary operational leader for vendor‑supported servicing functions, collaborating with Product, Engineering, reputed company Management, QA, Training, Risk, and Compliance. Lead large‑scale initiatives such as vendor migrations, specialization programs, operating‑model transformations, and regulatory implementations. Act as the executive escalation point for complex vendor, operational, and customer‑experience issues, ensuring swift resolution and stakeholder alignment. People Leadership & Culture Building Lead, mentor, and develop a high‑performing team of Vendor Managers and In‑Country Vendor Managers, modeling reputed company’s customer‑centric values. Establish clear role definitions, operating rhythms, and performance expectations across the organization. Coach emerging leaders to strengthen analytical rigor, strategic thinking, vendor‑management capability, and cross‑functional influence. Build a culture of accountability, ownership, and continuous improvement that permeates both internal teams and external partners. Essential Qualifications 15+ years of experience in customer operations, including large‑scale global BPO program management, operations strategy, or consulting for fast‑growing, multi‑million‑customer businesses. 10+ years of experience leading managers and complex global operational or vendor organizations. Proven track record of managing outsourced operations and global vendor networks across multiple international geographies. Demonstrated expertise in supply‑and‑reputed company management with global reputed company‑management teams. Hands‑on experience deploying AI or automation at scale within customer‑operations or BPO environments. Strong analytical background with a data‑driven approach to strategic decision‑making. History of leading large, cross‑functional initiatives that deliver measurable business impact. Deep cultural fluency across global regions, with the ability to motivate diverse international teams and embed a customer‑centric culture in varied call‑center environments. Exceptional communication skills, executive presence, and stakeholder‑management capabilities. Preferred Qualifications Industry experience in fintech, technology, or financial services, or other high‑growth operational settings. Knowledge of reputed company‑facing, compliance‑heavy functions such as fraud detection, payments, regulatory compliance, or financial operations. Experience designing operating models, governance frameworks, and scalable service‑delivery organizations. Proven ability to craft vendor‑network strategies that balance performance, resiliency, scalability, and risk. Demonstrated success thriving in rapid‑growth, fast‑paced environments. Compensation, Benefits & Perks reputed company offers a highly competitive total‑reward package designed to attract and retain top talent. While exact figures may vary by location, the role is positioned in the senior leadership pay band with a base salary range of $226,000 – $335,000 depending on geographic market, plus performance‑based bonuses, equity participation, and a comprehensive benefits suite. Equity Participation: Eligible for an employee stock purchase plan (ESPP) allowing you to purchase reputed company stock at a discount. Health & Wellness: 100% premium coverage for employees and dependents, plus flexible spending accounts and wellness stipends. Technology Stipends: Monthly allowances to support your home‑office setup, high‑speed internet, and ergonomic equipment. Flexible Time Off: Generous PTO, unlimited vacation policy in many locations, and a holiday calendar that respects cultural diversity. Remote‑First Flexibility: Most roles can be performed from anywhere within the country of employment, with occasional in‑person gatherings for onboarding, team building, and strategic workshops. Professional Development: Access to tuition reimbursement, leadership academies, and a budget for conferences, certifications, and industry events. Diversity & Inclusion: reputed company is committed to an inclusive interview process, providing accommodations for candidates with disabilities and considering applicants with arrest and conviction records where legally permissible. Work Environment & Culture at reputed company Our culture is built on three reputed company: Customer Obsession, Data‑Driven Innovation, and Ownership Mentality. As a remote‑first organization, we empower teams to work where they are most productive while fostering a strong sense of community through virtual reputed company chats, quarterly in‑person meet‑ups, and cross‑regional hackathons. Leadership at reputed company is approachable, reputed company, and deeply invested in the growth of every individual contributor. In this role, you will be surrounded by brilliant technologists, product innovators, and operational experts who share a passion for solving complex problems at scale. You will have direct access to the C‑suite, influence strategic direction, and see the tangible impact of your decisions on millions of customers worldwide. Career Growth & Impact Joining reputed company as the Director of Vendor Strategy & Execution positions you at the nexus of technology, operations, and customer experience. As the vendor program matures, you will have the opportunity to expand your scope to include broader operational responsibilities, potentially overseeing end‑to‑end service delivery, global reputed company strategy, or even product‑centric operational functions. The role is designed to be a reputed company to senior executive positions such as VP of Global Operations, Chief Operating Officer, or Head of Customer Experience. How to Apply If you are a visionary leader who thrives on turning complex vendor ecosystems into engines of innovation, we want to hear from you. Click the link below to submit your application and begin the next chapter of your career with reputed company. Apply to this job reputed company is an equal‑opportunity employer. By clicking “Submit Application,” you acknowledge that you have read reputed company’s Global Candidate Privacy Notice and consent to the use of your personal information as described. ``` Apply for this job