Director, Partner Management Strategy and Operations

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    "url": "https://careers-greensky.icims.com/jobs/5149/director%2c-partner-management-strategy-and-operations/job",
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    "title": "Director, Partner Management Strategy and Operations",
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    "datePosted": "2026-03-26T04:00:00.000Z",
    "description": "<h2>Overview</h2>\n<p><strong>About GreenSky</strong></p>\n<p>GreenSky, LLC, headquartered in Atlanta, is a leading technology company Powering Commerce at the Point of Sale® for a growing ecosystem of merchants, consumers, and banks. GreenSky’s highly scalable, proprietary and patented technology platform enables merchants to offer frictionless promotional payment options to consumers, driving increased sales volume and accelerated cash flow. The GreenSky® Program is operated on behalf of, and financing is offered and made by, federally insured, federal or state chartered financial institutions, which leverage GreenSky’s technology to offer loans to primarily super-prime and prime consumers nationwide. Since GreenSky's inception, nearly 6 million consumers have financed more than $50 billion of commerce using GreenSky’s real time “apply and buy” technology. </p>\n<p><strong> </strong><strong> </strong></p>\n<p><strong>Position:</strong><strong> Director, Partner Management Strategy and Operations </strong></p>\n<p><strong> </strong></p>\n<p><strong>Location: Hybrid/Sandy Springs, GA (3 days in the office/2 days remote)</strong></p>\n<p><strong> </strong></p>\n<p><strong>About This Opportunity:</strong></p>\n<p>The Director, BPO Operations & Vendor Management owns the operational and commercial management of BPO partners across multiple lines of business. This role is accountable for delivering the 2026 BPO roadmap, including commercial/contract execution, operational cadence transition, and governance & controls while strengthening BPO partnership, improving performance accountability, and ensuring compliance readiness.</p>\n<h2>Duties & Responsibilities</h2>\n<ul>\n <li>Lead new SOWs, change orders, and commercial definition workstreams with partners; ensure internal alignment and approvals.</li>\n <li>Coordinate cross-functional inputs (Legal, Compliance, Finance, InfoSec, IT, Vendor Mgmt) to complete approvals and close contracting cycles.</li>\n</ul>\n<ul>\n <li>Own invoice validation, reconciliation, and approval workflows; enforce contract terms and billing guardrails.</li>\n <li>Partner with Finance/Procurement on budgets, POs, and invoicing controls.</li>\n</ul>\n<ul>\n <li>Drive partner compliance requirements, legal reviews/approvals, and ongoing training compliance.</li>\n <li>Manage obligations and partner licensing controls including evidence tracking</li>\n</ul>\n<ul>\n <li>Document RACI; transition day-to-day operating practices; define escalation paths from partner → process owners → ops leadership.</li>\n <li>Establish performance accountability mechanisms (scorecards, QBR/MBR operating rhythm, continuous improvement) and maintain partner governance cadence.</li>\n</ul>\n<ul>\n <li>Partner with WFM/HR to support hiring plans, training/nesting readiness, scheduling, and capacity planning for BPO programs</li>\n <li>Support BPO recruiting efforts including interviews and staffing/backfill decisions to meet delivery timelines.</li>\n</ul>\n<ul>\n <li>Coordinate site certification, IT setup, connectivity testing, and operational tech enablement needed for program launches.</li>\n <li>Drive resolution paths for operational tooling/integration dependencies (e.g., dialer/CRM workflows; UAT readiness with partners).</li>\n</ul>\n<ul>\n <li>Run top-leadership touchpoints with partners; build feedback loops; share best practices; drive partner-led innovation.</li>\n <li>Communicate crisply with internal stakeholders (Ops leadership, Legal, Compliance, Finance, IT, Process Owners) and external partner leadership.</li>\n</ul>\n<h2>Required Skills/Qualifications</h2>\n<ul>\n <li>10–15+ years in operations leadership with meaningful time in BPO/contact center environments (customer service, servicing, collections, fraud/credit ops, payments ops, etc.).</li>\n <li>7+ years directly managing outsourced vendor partnerships (commercials, performance governance, QBR/MBR cadence, scorecards, escalation paths).</li>\n <li>Proven ownership of SOWs / change orders / contracting workflows, including coordinating approvals across Legal/Compliance/Finance/InfoSec/IT.</li>\n <li>Demonstrated experience with invoice validation/reconciliation, PO controls, and ensuring billing aligns to contract terms.</li>\n <li>Strong exposure to regulated operations / compliance (e.g., licensing, consent-order-type obligations, audit readiness, access controls).</li>\n <li>Ability to lead cadence transitions: defining RACIs, operational rituals, performance accountability, and cross-functional escalation structures. </li>\n <li>Working familiarity with WFM fundamentals (capacity models, forecasting, scheduling, hiring/training/nesting readiness).</li>\n</ul>\n<p> </p>\n<p><strong>Preferred Skills:</strong></p>\n<ul>\n <li>Experience partnering with large BPOs (e.g., Genpact/Infosys-type environments) and navigating multi-stakeholder governance.</li>\n <li>Experience in process improvement / continuous improvement frameworks to reduce cost and improve performance.</li>\n <li>Strong executive communication and negotiation skills (commercial definitions, timeline alignment, risk escalation).</li>\n</ul>\n<p> </p>\n<p><strong>Core Skills & Competencies:</strong></p>\n<ul>\n <li>Vendor governance, performance management, and escalation leadership</li>\n <li>Contracting lifecycle: SOWs, change orders, commercial definitions</li>\n <li>Financial rigor: invoicing controls, reconciliation, PO discipline</li>\n <li>Compliance & risk management (audit-ready mindset; access controls; licensing/consent order obligations)</li>\n <li>Cross-functional program leadership (Legal, Compliance, IT, Finance, HR, WFM)</li>\n</ul>\n<p><strong> </strong> </p>\n<p>Our compensation structure is designed to reflect the cost of labor across various U.S. geographic markets. The base salary for this role ranges from $115,000 per year to $170,000 per year. Compensation will be determined by several factors, including relevant knowledge, skills, and experience. This role is also eligible to receive an annual bonus within a comprehensive total rewards package, alongside a full suite of medical, dental, vision, disability insurance, life insurance, 401k retirement benefits, paid time off, paid holidays, and paid personal/sick time. For further details, please visit https://www.greensky.com/benefits.</p>\n<p> </p>\n<p>We anticipate that this position will remain open for at least 5 days, and candidates are encouraged to apply through our internal or external career sites.</p>\n<p> </p>\n<p>If you have any questions about this job posting, please contact [email protected].</p>\n<p>GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.</p>\n<p> </p>\n<p>For more information, visit us on the web at www.greensky.com.</p>",
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