Vendor Operations Manager

DAVE VS. GOLIATH. WE’RE DAVE. Dave is a financial app on a mission to build products that level the financial playing field. It is redefining the financial landscape by leveraging technology to create an affordable, transparent, and user-centric access to liquidity for millions of Americans. As a leading innovator in the U.S. financial services sector, Dave’s digital financial platform offers products designed to meet the credit needs of those underserved by traditional financial institutions. Dave’s offerings include its flagship ExtraCash product, providing members up to $500 within minutes. The company is on track to launch several new product offerings in 2026, including a Buy Now Pay Later (BNPL) option. Dave is focused on serving Americans who are financially vulnerable or living paycheck to paycheck. Dave is leading the charge in creating a new era of credit products that prioritizes speed, affordability, and accessibility, making it the go-to financial partner for those who need it most. About the Role The Vendor Operations Manager plays a critical role in ensuring Dave’s BPO vendors operate with precision, compliance, and control. Reporting to the Sr. Manager, Member Operations, this role serves as part of the broader Member Success & Operations team — supporting the servicing of Dave’s members across multiple products/lines of business across multiple servicing channels (Voice, Chat, Email) - including, but not limited to, Tier 1/Tier 2 support, dispute intake/risk support, support and risk back-office channels - ensuring vendor adherence to operational, qualitative and regulatory standards. You’ll work closely with internal teams (Member Success, Risk, Fraud, Operations, Compliance) and BPO vendor partners to identify and resolve issues, improve servicing accuracy, and build scalable processes that mitigate risk and puts the member experience at the forefront. This role bridges operational rigor with building member trust — ensuring vendors meet operational performance, regulatory and quality expectations while delivering a consistent, high-quality member experience. What you’ll do Vendor Oversight - Serve as the operational point of contact for all member servicing channels. - Monitor vendor compliance and performance with dispute-handling contacts, intake accuracy, and audit readiness. - Support the Risk and Vendor Ops teams in implementing and enforcing first-line controls, process monitoring, and remediation plans. - Conduct regular audits of support and risk workflows to identify process gaps and opportunities for improvement. - Access Governance for team members - onboarding/offboarding/updating tools/access as needed. - Partner with Workforce Management to ensure vendor staffing and adherence to schedules on a day to day basis. - Collaborate with Training & Learning teams to ensure new hires track against expected glide paths and ensure hiring expectations are being met. - Prepare and aid internal stakeholders and internal partners on launch of new LOBs in support of new and expanded products launches. Operational Performance & Quality Control - Partner with internal and vendor teams to ensure member inquiries are handled accurately and within qualitative and operational guidelines. - Build reporting and scorecards that track servicing accuracy, and adherence to SLAs. - Use data and root-cause analysis to identify trends in member contacts, disputes, and operational errors, recommending preventive actions and on-going improvements. - Collaborate with cross-functional leads to ensure seamless escalation and information flow between servicing lines of business and respective stakeholders. - Bugs identification, system issues and member issue escalation with IT/Engineering stakeholders for resolution and impact analysis. Cross-Functional Collaboration & Process Optimization - Partner with Member Success, Risk, Compliance, to ensure regulatory requirements are properly operationalized within vendor processes. -…