• Design, Build & Own Onboarding • Drive Feature Activation & Adoption • Relationship Management • Customer Health & Retention • Cross-Functional Collaboration

• Lead the architecture and configuration of our CRM platform to match our internal sales, pre-sales, and delivery workflows. • Build custom objects, fields, pipelines, and automation rules that reflect how our teams operate. • Design dashboards and reports giving leadership real-time visibility into revenue, pipeline health, and client engagement. • Document current internal processes and identify friction points where CRM can reduce manual work or improve data quality. • Automate repetitive tasks to free up consultant and sales time. • Conduct needs analysis sessions with each internal team to surface requirements and prioritize roadmap items. • Act as the primary point of contact for CRM-related questions, issues, and enhancement requests. • Develop role-specific training materials and deliver onboarding workshops for all internal users. • Define and enforce data entry standards, naming conventions, and hygiene processes.

• Create innovative, thought provoking, and highly leveraged “must-have insights” content • Develop new insights and ideas through thought leadership and offer compelling, actionable approaches to client's needs and requests that accelerate the client's ability to act • Develop in-depth analysis to identify the root cause of a client’s barriers or overall needs and reframe thinking to drive strategy forward • Demonstrate thought leadership in establishing insights positions across a team of analysts • Bring provocative, independent insights to Gartner leaders that can evolve the course of a research agenda • Research, analyze and predict market trends and shifts to provide clients and vendors with actionable insights • Provide clients and prospects with actionable advice aligned to their designated content area via virtual or face-to-face interactions • Create and deliver high value presentation materials on and off stage for Gartner events, industry and professional association conferences, and client briefings • Support BTI and Sales: Provide sales support serving as voice of the market to help Insights teams create content and to drive engagement with clients to make progress against their critical priorities to grow their business • Provide high quality and timely content peer review • Build credibility as an industry expert to represent Gartner insights, methodology and strategy • Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in the Insights community • Identify research process improvements or develop new processes that help the team and BTI provide excellent service delivery • Be a mentor and a coach by supporting more junior team members • Be client-centric while actively seeking to help clients engage regularly and often with Gartner insights and interactions

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.