Fraud and Disputes Vendor Management Specialist

Quick Facts

• Role: Fraud and Disputes Vendor Management Specialist

• Schedule: Monday–Friday, 8:00am–5:00pm CT

• In-person: At least 3 days per week at Chicago (IL), Denver (CO), Lake Mary (FL), or Westlake (TX)

Description

Manage the day-to-day performance of external operations partners supporting Fraud and Disputes. Use operational data to monitor SLAs, productivity, quality, staffing, and other KPIs, lead recurring vendor performance reviews, and drive improvement plans with vendors. Partner with internal teams on capacity planning, new program launches, training, and operational changes.

Responsibilities

• Manage daily relationships with outsourced operations partners and act as the primary point of contact for operational needs

• Monitor vendor performance across SLA, productivity, quality, customer experience, attendance, and staffing

• Lead recurring vendor performance reviews and ensure risks and action plans have clear owners

• Partner with Operations leaders and vendors on capacity planning, staffing forecasts, schedules, hiring, and training needs

• Identify performance gaps, determine root causes, and track corrective action plans

• Ensure vendors are prepared for new products, processes, policies, tooling changes, and volume growth

• Translate business priorities into clear expectations for vendor teams

• Use operational data to identify trends, flag risks proactively, and recommend efficiency improvements

• Support vendor expansions, new lines of business, site launches, and other operational changes

• Maintain governance and documentation for vendor performance, commitments, escalations, and operational changes

• Collaborate with Fraud and Disputes Teams, Operations Enablement, Risk, Compliance, Quality, Training, and other teams to meet internal standards

Requirements

• 2+ years of experience in vendor management, BPO operations, workforce management, operations, or a related role

• Strong analytical skills using operational metrics to identify trends and drive performance improvements

• Strong understanding of operational KPIs including SLA, productivity, quality, AHT, utilization, and staffing

• Ability to identify performance gaps, determine root causes, and hold partners accountable to action plans

• Strong project management and organizational skills; ability to manage multiple priorities and stakeholders

• Strong written and verbal communication skills to build relationships with internal and external partners

Benefits

• Market competitive pay with pay equity focus; eligible for bonus opportunities

• 100% paid employee health insurance; 90% coverage for dependents

• Annual lifestyle wallet for wellness and learning/development

• Lifetime maximum benefit for family forming and fertility benefits

• Dedicated mental health support

• Generous time away: company holidays, paid time off, sick time, parental leave, and more

• Lively office environment with catered meals and fully stocked kitchens, plus commuter benefits