1913192: Vendor Manager Chase Card Customer Service (OPVM10)

Make an impact at scale by leading a critical third-party partnership that supports card customer service interactions.

You will help strengthen customer outcomes, operational performance, and a strong risk and control environment.

This role offers broad exposure across operations, quality, controls, risk, technology, and workforce partners.

You will have opportunities to grow your leadership influence through executive-facing governance and transformation work.

Join a team that values accountability, continuous improvement, and measurable results.

Job summary
As a Vendor Manager within Card Customer Service, you will own end-to-end delivery management for an external partner supporting key customer service work across multiple locations.

You will lead vendor governance, performance management, and continuous improvement to drive consistent customer and business outcomes.

You will partner closely with operations leaders and cross-functional teams to translate priorities into clear plans and stable execution.

You will ensure adherence to policies, procedures, and risk and control expectations.

Your work will directly influence customer experience, servicing resiliency, and control results.

In this role, you will set the cadence and standards for how performance is monitored, issues are escalated, and improvements are sustained over time.

You will use data and structured routines to identify trends, prioritize actions, and deliver measurable outcomes.

You will also help modernize servicing through process simplification, better reporting, and automation opportunities.

Success requires strong stakeholder management and comfort operating in a regulated environment.

You will help build a culture of transparency, ownership, and continuous improvement with both internal and vendor teams.

Job responsibilities:
• Own the end-to-end third-party delivery relationship, including governance cadence, performance scorecards, executive communications, and accountability for customer service outcomes and service-level commitments
• Drive operational excellence by monitoring and improving productivity, quality, customer experience, and compliance with procedures; identify trends, determine root causes, and ensure corrective actions are implemented and sustained
• Lead vendor governance routines (daily, weekly, monthly, and quarterly), including performance reviews, action tracking, risk and issue reviews, and prioritization of initiatives aligned to strategy
• Partner with internal leaders and stakeholders to translate priorities into operational plans, readiness activities, and vendor deliverables; ensure clear requirements, documentation, and stable execution across locations
• Oversee workforce alignment with the vendor, including forecasting, capacity planning, staffing strategies, skill and queue coverage, and performance-to-plan reviews across time zones and locations
• Own issue, escalation, and incident management for vendor-delivered ser...