About the Team

The Vendor Operations team within the Merchant Experience organization is responsible for managing the day-to-day operations and performance of our offshore vendor partners. These vendors are critical to our success, delivering high-quality solutions across key process flows, strategic initiatives, and support functions. We ensure that all vendor work meets our rigorous quality standards and service level agreements (SLAs), enabling smooth, scalable, and reliable operations.

Our Vendor Support cohort is entering an exciting phase of growth and transformation. As we expand our scope to include oversight of all outsourced Merchant Support operations, we have a unique opportunity to reimagine and enhance the foundation of our support model. By combining proven systems with innovative thinking and operational excellence, we are building a more robust and scalable support experience from the ground up. We're seeking a leader who thrives in dynamic environments and is energized by the challenge of driving impactful, transformative change.

About the Role

As a Project Supervisor for Vendor Support Operations, you will be on the front lines of our transition and transformation effort. You’ll own the performance and accountability of vendor partners who handle merchant support interactions, ensuring they meet key metrics such as SLA compliance, QA, and operational throughput. You’ll also lead the development and maintenance of our internal Knowledge Base, creating clarity and structure in a time of change.

This role isn’t about inheriting a perfect system—it’s about stepping into a legacy structure and making it better. You’ll need grit, strong operational instincts, and the ability to bring order to ambiguity. You’ll act as a strategic thought partner, identifying gaps, proposing solutions, and helping us rebuild and scale merchant support processes for the future.

You’re excited about this opportunity because you will…

• Help lead the transition of merchant support operations into a new organizational home
• Assess inherited support workflows and recommend optimizations based on quality, efficiency, and scalability
• Act as the primary liaison with external vendors, ensuring alignment on expectations, priorities, and execution
• Drive performance through ownership of SLA tracking and feedback loops
• Lead the buildout and ongoing improvement of the internal Knowledge Base, enabling vendor agents to work more accurately and independently
• Identify process breakdowns and inefficiencies, and work cross-functionally to implement solutions
• Serve as a trusted partner to internal teams like CX, Product, Strategy & Ops, Operations, and Audit during this transitional period
• Help manage change across stakeholders and vendors, from documentation updates to rollout communications
• Own progress tracking, vendor accountability, and performance reporting during a critical time of operational change

We’re excited about you because you have…

• 3–5 years of experience in support operations, contact center/vendor management, or process improvement
• Experience managing BPO vendors and driving accountability through metrics and structured feedback
• A strong operational mindset and the confidence to lead through complexity and change
• Experience building or maintaining Knowledge Bases and documentation processes at scale
• A data-driven approach, with proficiency in Google Sheets (including pivot tables, formulas, and data validation) or similar BI/reporting tools
• Excellent communication skills and the ability to build trust quickly with cross-functional and vendor partners
• A bias toward action and comfort operating in ambiguous, rapidly changing environments
• Strong prioritization and project management skills—you can juggle multiple initiatives without losing sight of the big picture
• Familiarity with CX or support platforms like Salesforce, or similar systems is a plus

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: