Vendor Management Manager, Customer Support

EMPOWER OVERVIEW

Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their financial story. Today, we’re helping millions of people find financial security through machine learning models that evaluate creditworthiness using a more inclusive lens and mobile-first products: Cash Advance, Thrive line of credit, and Petal credit cards. Tomorrow? Creating even more financial paths for our customers (and their wallets) to succeed.

This year, Empower ranked #65 on Inc. 5000’s Fastest-Growing Private Companies list — our third year in a row cracking the top 100 — and was named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. Empower was also featured by Forbes on America’s Best Startup Employers list in 2023, and our Thrive line of credit product was named by Fast Company as one of 2022’s Next Big Things in Tech.

Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Ready to grow your impact and accelerate your career? Take a look at our open roles — we can’t wait to meet you.

The Opportunity: Vendor Management Manager, Customer Support

Empower is seeking a Vendor Management Manager to oversee our global BPO (Business Process Outsourcing) partnerships within the Customer Support (CS) organization. This person will play a critical role in ensuring that our external support providers deliver a high-quality, consistent, and brand-aligned customer experience.

This role is responsible for the end-to-end performance and day-to-day operations of our BPO partners. That includes driving accountability, optimizing processes, and serving as the primary point of contact between our internal teams and external vendors.

Empower is a remote-first company. We drive connectivity through regular company offsites. Travel for company offsites is expected at a minimum 2 times per year. For this role, you will also be expected to travel to the Philippines at a minimum of 3 times per year.

How You’ll Make an Impact

• Own the BPO Relationship:Serve as the main liaison between Empower’s internal CS team and all third-party support vendors. Manage contracts, governance, and ongoing relationships to ensure alignment on goals and expectations.

• Performance Monitoring & Continuous Improvement: Define and track KPIs, SLAs, and QA metrics. Regularly review vendor performance and implement action plans to address underperformance or gaps in service quality.

• Workforce Planning & Forecasting:Collaborate with internal stakeholders to align support capacity with forecasted volumes. Ensure vendors are properly staffed, trained, and resourced to meet demand.

• Operational Oversight: Lead day-to-day operations across vendor sites, including shift coverage, productivity targets, ticket handling quality, and adherence to process standards.
  Coaching & Development:Partner with vendor Team Leads and Training Managers to provide guidance, escalate issues, and drive operational maturity. Support the development of frontline managers and ensure coaching practices align with internal standards.
  Process Alignment:Work closely with internal CS teams to roll out new workflows, tools, or policy updates to vendor teams, ensuring smooth implementation and change management.

• Issue Resolution:Act as the first escalation point for any vendor-related service delivery concerns. Troubleshoot root causes and implement sustainable fixes.

• Strategic Projects:Contribute to outsourcing strategy, vendor selection, onboarding, and scaling initiatives as we expand support globally.

Why You’re a Great Fit

• 5+ years in vendor management, operations, or customer support, with direct experience managing outsourced support teams

• Proven ability to manage remote teams across time zones and cultures

• Strong data orientation — you know how to read dashboards and turn them into action

• Excellent communication and relationship-building skills; you're a partner, not just a taskmaster

• Experience in a scaling or high-growth environment is a plus

Our Interview Process

1. Initial Recruiter Call:A conversation to learn about your experience and what you're looking for in your next role.

2. Hiring Manager Interview: A deeper discussion about your background and the Vendor Management Manager opportunity.

3. Skills Panel: Meet with Empower team members to discuss your expertise and problem-solving approach.

4. Leadership Conversation: A final conversation with our CEO to discuss how you'll contribute to Empower's mission (and how we can help you achieve your career goals along the way).

Don't meet every qualification? If you're excited about this challenge and driven to innovate, we still want to hear from you!

What You'll Get at Empower

• Meaningful Ownership: Competitive salary and generous equity in a profitable, fast growing company.

• Complete Support: 100% coverage for medical, dental, vision, and life insurance, plus a generous WFH reimbursement.

• High-Impact Teams: The chance to thrive in a small, focused team where your contributions directly shape outcomes for our business and customers.

• Remote First: A virtual first environment built on trust and outcomes.

• Team Connection: Twice-yearly company onsites where we come together to connect, learn, and build for the future (our last few have been in San Diego, Vail, and Flagstaff)!

• Growth Path: Ongoing opportunities for development in a dynamic, supportive, and creative environment.

The Empower Way

The Empower Way is one where bold ambition meets an owner mindset, where open dialogue and spirited debate are encouraged, and where everyone works together to put our customers first. We believe diverse voices lead to the best ideas, and we foster an environment where every individual is valued, heard, and supported as part of one unified team working to change lives and build a more inclusive future.

If that sounds like you, join us and be part of a team that's helping millions of people reshape their financial futures.