Vendor Relationship Manager, SMB
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Job Location:
Cottonwood Heights, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
The role:
We are seeking a Vendor Relationship Manager of Vendor Operations for Small Business Lending to build and lead the operational framework that ensures our external partners deliver consistent compliant and high-performing this role you will own the governance performance management and operational readiness of all third-party vendors supporting Small Business Lending. You will ensure vendors meet contractual obligations align to our OKRs operate within defined controls and deliver an exceptional experience to our business members. This role is ideal for a leader who thrives in building new operating models creates structure in ambiguity and partners cross-functionally to drive accountability.
What youll do:
- Establish and own the vendor governance model for SMB Lending including cadence scorecards escalation pathways and performance reviews and creating connection for the sales servicing/support collections and other operational functions supporting the end-to-end SMB lifecycle.
- Ensure vendors supporting origination underwriting support customer servicing payments and collections consistently meet SLAs KPIs and contractual obligations and drive remediation plans when they dont with the appropriate internal SoFi teams.
- Serve as the primary Operations point-of-contact for vendor performance issue resolution and continuous improvement across member-facing and back-office operations.
- Work cross functionally to build and maintain control frameworks with the appropriate internal SoFi teams ensuring vendor activities across sales practices servicing interactions and collections activities align with regulatory contractual and internal policy requirements.
- Partner with Compliance Legal Risk and Audit to assess vendor risk across customer acquisition servicing and collections and implement corrective actions where needed.
- Ensure vendor processes are documented monitored and testable supporting exam readiness complaint management and operational resilience across all SMB operational functions.
- Translate program OKRs into vendor-level performance metrics dashboards and action plans including metrics tied to conversion customer experience delinquency recoveries and operational efficiency.
- Identify operational friction failure points and control gaps across sales support collections and servicing journeys and lead cross-functional efforts to remediate them.
- Support launch readiness and ongoing enhancements for SMB Lending initiatives ensuring vendors supporting sales servicing and collections are prepared trained and fully integrated.
- Partner closely with Product Engineering Credit Risk Servicing and Operations teams to align vendor capabilities with business strategy and evolving operational needs.
- Influence decision-making using data root-cause analysis and scenario planning particularly related to vendor scalability risk exposure and customer impact.
- Represent Operations in vendor roadmapping prioritization and capacity discussions ensuring operational compliance and customer experience considerations are embedded from day one.
What youll need:
- Minimum Bachelor or with 8 years experience in operations program management vendor management or lending operations (FinTech or banking preferred)
- Strong verbal and written communication skills
- Advanced Experience with Excel and/or Google Sheets including creating spreadsheets diagrams and tables to analyze data
- Experience with Powerpoint/Google Slides ability to effectively create presentations and present to management
- Demonstrated success building governance models processes and controls in complex environments.
- Experience managing third-party relationships with measurable accountability.
- Strong analytical and reporting abilities able to translate performance metrics into business insights and decisions.
- Proven ability to influence without authority and navigate highly cross-functional teams.
- Familiarity with risk frameworks compliance expectations and operational controls in regulated environments.
Nice to have:
- Experience in Small Business lending servicing or card operations
- Exposure to commercial underwriting fraud or collections workflows
- Background working with OKRs and outcome-driven performance management
- Experience supporting audits regulatory exams or CAP remediation projects
Required Experience:
Manager
Key Skills
- Presentation Skills
- Purchasing
- Procurement
- Vendor Management
- Process Improvement
- Pricing
- Project Management
- Relationship Management
- Contract Management
- Contract Negotiation
- negotiation
- Contracts
About Company
Why do 10M+ members trust SoFi? Financial solutions for school, marriage, starting a family, home buying, retirement, or whatever’s next. Member FDIC.
