Sr. Manager, BPO Operations

About Vera Credit, Inc.
Vera is a fintech company building products that adapt to our customers. We're scaling from a standing start toward hundreds of thousands of accounts over the next several years, and we're building the operating muscle to do that leanly — including a front-line servicing model that leans heavily on an outsourced BPO partner rather than a large internal headcount.
Position Overview
We are seeking a full-time Sr. Manager, BPO Operations that can be located remotely, but with a preference for the Greater Cleveland, OH area. Vera's front-line Customer Service, Collections, Disputes, and Fraud support is delivered by an outsourced BPO partner. Our internal Servicing Operations team owns strategy, quality, and oversight. This role owns that BPO relationship day to day: performance, staffing, quality, and scale.
You'll be one of the earliest hires on the Operations team, building the governance playbook from a small account base and scaling it as volume grows into the hundreds of thousands over the next several years. This role reports initially to the Head of Servicing Operations and will be a vital part of our initial operations team, offering a unique opportunity to shape how Vera manages one of its most important vendor relationships.
The successful candidate will be responsible for:
Owning the BPO relationship end-to-end — staffing plans, SLAs, quality scorecards, and escalation management.
Managing day-to-day performance against key servicing metrics, including handle time, CSAT, first-contact resolution, and collections effectiveness.
Partnering with Vera's Collections, Customer Success, and Fraud & Disputes leaders to translate internal strategy into BPO execution requirements.
Planning BPO capacity and staffing alongside Vera's account growth.
Coordinating with Technology on the shared platform layer (dialer, IVR, and related tooling) the BPO operates within.
Partnering with our Enterprise Risk Management function on vendor risk reviews and audits, without owning that risk process directly.
Key Responsibilities
Own and manage Vera's BPO partnership end-to-end, including staffing plans, SLAs, quality scorecards, and escalation processes for our front-line servicing partner.
Monitor and report on BPO performance against KPIs — average handle time, CSAT, first-contact resolution, collections effectiveness, and dispute/fraud turnaround — with regular reporting to Operations leadership.
Translate internal strategy and policy changes into BPO execution requirements and training.
Lead capacity and staffing planning for the BPO relationship alongside Vera's account growth, ensuring the partnership scales smoothly well beyond where it starts.
Collaborate with the Technology team on the shared platform layer — dialer, IVR, and related tooling — that the BPO operates within.
Work alongside Enterprise Risk Management on vendor risk reviews and audits, bringing the operational context while ERM owns the risk sign-off.
Build and continuously refine Vera's BPO governance playbook — this function doesn't exist yet in a mature form, and a meaningful part of the role is creating the model, not just running one.
Serve as the primary point of contact for BPO leadership, driving accountability and continuous improvement across the partnership.
Qualifications
5+ years of experience managing outsourced or BPO operations, ideally within consumer financial services, card issuing, or another regulated servicing environment.
Experience standing up or meaningfully scaling a BPO or outsourced-vendor relationship, not just maintaining an established one.
Strong vendor performance management fundamentals: SLA design, QA frameworks, escalation processes, and performance reporting.
Comfort operating with a lean internal team and building process from a relatively blank slate.
Excellent communication and relationship-management skills, with the ability to hold an outsourced partner accountable while maintaining a productive working relationship.
Familiarity with collections, customer service, or dispute/fraud operations in a credit card or consumer lending context is a strong plus.
Why Join Vera Credit?
Be part of a mission-driven startup shaping the future of credit.
Own and scale a vendor operations function from the ground up.
Collaborate with passionate, innovative professionals.
Medical, dental, and vision insurance for you and your family.
Company-observed holidays plus generous PTO.
401K upon joining the company with a plan to institute a company match in future.
ESOP awards commensurate with role and experience.

Work arrangement
Yes