Business Operations, Outsourced Vendor Manager

About Us:
We believe that everyone deserves access to financial peace of mind. We're dedicated to building simple and inclusive financial tools that help our members create healthy habits, achieve financial stability, and build a better future.
Perpay is located in Center City, Philadelphia in a one of a kind, river-front office. The space inspires our talented team members to build life-changing products for our customers and have fun while doing it! We created a home away from home by designing a kitchen, living room, bar, and office space all-in-one. It sets the standard for relaxed, collaborative work that encourages our team to follow their curiosity and draw their own map to a successful career.
We are proudly backed by First Round Capital and JP Morgan. Join us as we transform the credit landscape!
Our Products:

• Perpay Marketplace - Shop top brands and pay over time with no interest or fees.
• Perpay+ Credit Building - Report your marketplace payment history and see your credit score increase by 36 points (on average) within the first 6 months.
• Perpay Credit Card - Shop and build credit anywhere Mastercard is accepted. Earn 2% rewards, redeemable on our marketplace.

About the Role:
We are seeking an experienced BPO Manager to lead our Business Process Outsourcing (BPO) resources. This individual will play a pivotal role in ensuring exceptional customer service and efficient operational processes for our credit card and dropship Ecommerce marketplace businesses. The ideal candidate will have experience in managing offshore BPO teams, preferably within the credit card or banking/financial services industry.
Our greatest strength is our people and we'd love for you to be one of them!
Responsibilities:

• Strategic Management:
  • Collaborate with the management team to align the BPO strategy with the company's objectives
  • Continuously drive process improvements and operational efficiencies
  • Optimize operational costs while maintaining a high level of service quality
• Operational Oversight:
  • Own and monitor daily BPO operations, ensuring constant adherence to agreed SLAs and KPIs
  • Work closely with the leadership team of the BPO service provider to resolve any operational hiccups
  • Oversee the call center function for our credit card product, ensuring timely and accurate query resolution
  • Direct and oversee operational tasks pertaining to our marketplace business
• Team Management
  • Act as the primary point of contact between Perpay and the BPO service provider
  • Regularly visit and operate from the BPO site location (outside the US - quarterly)
  • Oversee training, QA, and workforce management for the BPO team
  • Provide ongoing feedback and guidance to the BPO team
  • Coordinate hiring and performance calibration of BPO team members
• Compliance & Risk Management:
  • Ensure that all BPO operations comply with industry regulations and company standards
  • Coordinate with legal and compliance teams to address any potential concerns

What You'll Bring:

• Undergraduate degree (BA/BS)
• Minimum of 5 years of experience in managing BPO teams
• Passion for best in class customer and support experiences
• A stickler for details; Ready to roll your sleeves up and get in the weeds when needed
• You can deliver executional excellence while managing costs efficiently.
• Previous experience in managing BPO functions and/or call centers for a credit card company is highly preferred
• Excellent leadership and team management skills
• Strong problem-solving and critical-thinking skills
• Ability to collaborate effectively with cross-functional teams
• Exceptional verbal and written communication skills

Hey, we know not everybody checks all the boxes, so if you're interested, please apply because you could be just what we're looking for!
What We'll Bring:

• Competitive salary + company equity
• 401k with company match
• Medical / Dental / Vision insurance
• Flexible Spending Account (FSA)
• Relocation assistance
• Pre-tax commuter benefit
• Student loan repayment match
• Gym subsidy with City Fitness
• Cell phone plan
• Paid parental leave
• Unlimited PTO

Additional Perks:

• Opportunity to gain experience at one of the fastest-growing financial startups in the country
• Work on both e-commerce & fintech customer-facing products
• Collaborate cross-functionally with product, design, marketing, operations, data teams, and more

This is not a remote opportunity; it is 100% onsite (#LI-Onsite) (#LI-TH1)
Perpay is proud to be an equal opportunity employer. We value diversity in all its forms and are committed to creating an inclusive environment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, sex (including pregnancy), marital status, political affiliation, age, veteran status, disability status or other non-merit factor. Please contact us at careers@perpay.com to request accommodation.