Vendor Manager Chase Card Customer Service (OPVM10)
Customer Service
San Antonio, TX, USA
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 services, including timely triage, stakeholder communications, remediation actions, and post-incident root cause and prevention plans
• Ensure a strong risk and control environment, including execution of business controls, evidence standards, scripting and procedure adherence, issue remediation, and audit and exam readiness support
• Drive quality management disciplines, including calibration, defect trending, and coaching feedback loops to reduce repeat contacts, complaints, operational losses, and customer harm
• Lead continuous improvement and modernization initiatives, partnering with technology and process owners to deliver measurable gains
• Support operational resilience by reviewing vendor recovery strategies, participating in resiliency testing, and contributing to transition planning where needed
Required qualifications, capabilities, and skills:
• 10 years of relevant experience in vendor delivery management, customer service operations, or service delivery leadership in financial services or another regulated environment
• Proven ability to lead through influence and governance across vendor leadership teams and internal stakeholders, driving outcomes without direct authority over all resources
• Strong performance management capability, including defining metrics, building scorecards, conducting trend analysis, and translating insights into execution plans and sustained improvements
• Strong risk and control mindset, including experience with controls execution, issue and escalation management, documentation standards, and audit or exam readiness
• Experience managing delivery across multiple locations and time zones, including standardizing routines, ensuring consistent execution, and managing location-based risks
• Excellent communication skills, including executive-ready updates and disciplined escalation management
• Demonstrated change leadership implementing process, policy, and tooling changes with structured change management and operational readiness
Preferred qualifications, capabilities, and skills:
• Experience in card customer service, including general servicing, payments, account maintenance, digital support, complaints, or escalations
• Familiarity with third-party governance practices and partnering with procurement or third-party risk teams to align contract expectations with delivery outcomes
• Experience applying continuous improvement methods to improve quality, cycle time, and cost
• Experience partnering with technology and data teams to improve monitoring, analytics, and contact center process automation
• People leadership experience (direct or matrix), including coaching leaders, developing talent, and building an inclusive, high-performance culture across internal and vendor teams
Additional information:
• Visa sponsorship is not available for this position.
• Work schedules will be full-time in office, on a 40-hour per week schedule.
Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.
Lead vendor delivery for card customer service, driving performance, risk controls, and better customer experiences.