Title: Customer Experience Vendor Operations Manager Location: Los Angeles, CA | Miami & Tampa, FL | Cincinnati, OH | Birmingham, AL | New York, NY Job Description: We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. This position is classified as structured hybrid, with an expectation of a minimum of three (3) days per week working in the office and flexibility to work remotely on the remaining days. On-site expectations may evolve over time to support business needs, with clear communication provided in advance. JOB DESCRIPTION Location Requirement This position is open only to candidates who currently reside in one of the following approved locations: New York, NY; Birmingham, AL; Miami, FL; Tampa, FL; Blue Ash or Cincinnati, OH; or Los Angeles, CA Job Summary The Vendor & BPO Operations Manager is responsible for overseeing day-to-day performance across multiple business process outsourcing (BPO) partners supporting our enterprise contact center operations (~600 agents). This role ensures contractual alignment, operational excellence, and consistent delivery of world-class customer experience. The ideal candidate combines operational rigor, contract fluency, and strategic partnership leadership to drive results across a distributed vendor network. What Success Looks Like • Consistent enterprise-wide SLA and CSAT achievement • Strong vendor accountability and performance transparency • Optimized cost-to-serve model • Proactive issue identification and resolution Key Responsibilities Vendor Performance Management • Oversee daily operations across BPO partners to ensure SLA, CSAT, and quality targets are achieved • Conduct weekly and monthly business reviews with vendor leadership • Monitor forecasting accuracy, staffing alignment, and productivity performance • Identify performance gaps and implement corrective action plans with vendor leadership Contract & Commercial Oversight • Interpret and manage vendor contracts, SOWs, and performance guarantees • Partner with Finance and Legal on contract negotiations and amendments • Track financial performance including billing validation, cost efficiency, and ROI • Ensure vendors meet compliance and risk standards Customer Experience Governance • Ensure consistent customer experience across all vendor sites • Standardize quality calibration processes across enterprise partners • Escalate and resolve systemic experience issues across vendors • Drive continuous improvement initiatives that enhance CX outcomes Enterprise Collaboration • Act as primary liaison between internal stakeholders and BPO partners • Align vendor strategy with corporate objectives • Partner with WFM, Training, QA, Product, and Client teams to ensure integrated execution Required Qualifications • 5+ years contact center or BPO management experience • Direct experience managing outsourced partners • Strong understanding of vendor contracts and commercial agreements • Proven ability to manage large, distributed teams through influence • Financial acumen and reporting expertise Preferred Qualifications • Bachelor’s degree **Ability to work in the U.S. without sponsorship** **Ability to meet the location requirement outlined above** POSITION TYPE Regular PAY RANGE The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location. We’re Here to Support You—Accommodations Upon Request Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential. Work Authorization Requirement At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship. Important Notice on Application Accuracy We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.

• Serving as the primary operations business partner for the Enterprise Professional Services and Customer Success teams. You will translate their annual goals (e.g., "Improve NRR," “Increase Services Revenue”) into concrete, executable operational roadmaps. • Executing the planning of and owning specific strategic initiatives, programs, and projects in support of the Enterprise Post Sales teams’ annual goals and quarterly OKRs • Designing and launching operational workflows for our new Enterprise segment, including projects such as defining High-Touch engagement models and automating Executive Business Review (EBR) prep for our Enterprise Customer Success team and helping to implement a new Professional Services Automation (PSA) tool for our Enterprise Professional Services team • Partnering with the GTM Systems team to translate business requirements into technical realities in key tools that the Enterprise Post Sales team uses (ex: Salesforce, ChurnZero, PSA tool). You won't just make recommendations; you will define the logic, test the solution, and drive the rollout. • Leading the "connective tissue" projects that span teams. You will partner with CS Ops, Sales Ops, GTM Systems, Analytics Teams, Product and customer facing teams and BI to fix "leaky buckets" in the customer lifecycle (e.g., improving the Sales-to-Success handoff or standardizing Expansion processes). • Contributing to the continuous improvement of the Revenue Operations team itself. You will champion better ways of working, from refining project intake to standardizing documentation ensuring we build scalable, low-debt solutions.

Role Description As a Virtual Customer Success Manager, you will ensure our clients get the best possible support from first contact to long-term service. - Handle virtual client interactions from onboarding to ongoing support. - Provide personalized guidance to help clients understand and maintain their insurance coverage. - Use warm, qualified leads—no cold calling, no door-to-door sales. - Maintain accurate records, track performance, and contribute to client retention. - Collaborate with teammates to improve client experience and outcomes. - Stay current on products, systems, and compliance requirements. - If unlicensed, complete our self-paced, company-supported life insurance training program. Qualifications - No insurance experience needed—we provide full training. - Excellent communication skills with a focus on listening and problem-solving. - Ability to work independently and stay organized in a virtual environment. - A client-first mindset and strong follow-through. - Eagerness to learn, grow, and help others succeed. - A commitment to professionalism, empathy, and ethical standards. Requirements - Commission-only pay with unlimited earning potential and monthly bonuses. - Flexible, full-time schedule—structure your day your way. - 100% remote work—serve clients from anywhere. - Pre-qualified leads—focus on relationship-building, not prospecting. - A supportive team culture focused on mentorship and shared success. - Advancement opportunities into leadership and client management roles. Benefits Take Ownership of Your Success: If you’re motivated, dependable, and passionate about helping people, this role is a great fit. Join a company that puts people first—clients and team members alike—and build a career that’s meaningful and flexible. Company Description InsuraTec Services Group values diversity and welcomes individuals from all backgrounds. We’re committed to building a supportive, inclusive workplace.

• Establish and execute an engagement strategy, achieving total program adoption by districts, schools, teachers, students, and parents • Implement Program and Project Management framework to laterally manage cross-functional teams supporting your assigned program • Develop, manage, and coordinate internal processes to ensure that all deliverables meet designated partner needs, and are cohesive/consistent with goals and objectives • Understand overall business priorities of each partner related to your assigned program to ensure services the partners receive are aligned to the intended vision • Oversee all relative program activities including internal and external meetings, events, and classroom sessions • Lead program expansion efforts in collaboration with the sales team • Fluently understand all aspects of Goalsetter products and services, with the ability to support and execute various program deliverables that may include technical implementation or professional development • Manage all partner program results and reporting • Manage program strategy and provide proactive recommendations based on management of process to continually monitor/analyze results • Manage weekly partner meetings, responding promptly to partner communications • Gather and share partner feedback to improve Goalsetter’s product and services