[Remote] Vendor Strategist - BPO at Mercury

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Business Process Outsourcing, Financial Services, FintechIndustries

Requirements

6+ years of experience in vendor management, partnership management, or related field, preferably working with offshore BPO operations in the Customer Support domain
Demonstrated experience in capacity planning, resource forecasting, and related operational functions
Strong analytical skills with proficiency in data analysis, third-party performance management, and workforce planning
Experience with contract management, SLA development, and vendor governance

Responsibilities

Own and develop comprehensive strategy for BPO utilization and growth
Develop and implement governance programs for BPO providers
Optimize outsourced workflows and support new outsourcing initiatives
Lead capacity planning initiatives, resource forecasting, real-time management, and strategic staffing optimization to ensure operational efficiency
Create performance dashboards, structured data evaluation frameworks, and support optimization of overall outsourcing efficiency
Work with product, compliance, and strategic finance teams to ensure alignment with Mercury's broader objectives
Drive and own key performance indicators including AHT, SLA, service delivery, QC, staffing efficiency and cost optimization
Take over day-to-day management of BPO operations
Build frameworks for outsourcing new lines of business
Develop comprehensive governance models for BPO vendors

Skills

Key technologies and capabilities for this role

Vendor ManagementBPOCapacity PlanningResource ForecastingData AnalyticsPerformance DashboardsKPI ManagementAHTSLAStaffing OptimizationCost OptimizationCross-Functional Collaboration

Questions & Answers

Common questions about this position

What does the total rewards package include?

The total rewards package includes base salary, equity (stock options), and benefits.

Is this role remote or does it require office work?

This information is not specified in the job description.

What are the key qualifications for this Vendor Strategist role?

Candidates need 6+ years in vendor management or related fields, preferably with offshore BPO in Customer Support, experience in capacity planning and resource forecasting, strong analytical skills, and experience with contract management, SLA development, and vendor governance.

What is the Vendor Strategy team like at Mercury?

The team manages risk outsourcing initiatives in BPO and Risk Platform SaaS, is growing to handle an expanding vendor ecosystem, and focuses on addressing evolving needs while driving strategic value.

What makes a strong candidate for this position?

A strong candidate has 6+ years in vendor management with offshore BPO experience in Customer Support, expertise in capacity planning and analytics, plus preferred skills like operational planning in fintech startups, SQL, contract negotiation, and cross-functional collaboration.

Mercury

Banking services for startups and founders

About Mercury

Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$146.8MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health, dental, & vision

Custom equipment setup

401(K) matching

12+ weeks paid parental leave

Book budget

Wellness benefits

Grocery budget

Paid lunch

Personalized callsign

Unlimited vacation policy (with mandatory minimum)

Risks

Mercury's decision to stop serving certain countries may lead to customer loss.

Integration challenges from the Teal acquisition could disrupt services.

Expansion into consumer banking might divert focus from core startup services.

Differentiation

Mercury offers both business and personal banking services, unlike many fintech competitors.

The company provides integrated financial management tools, enhancing startup operational efficiency.

Mercury's Raise program connects startups with investors, mentors, and other founders.

Upsides

Mercury secured a $100 million credit warehouse to expand its credit card business.

The acquisition of Teal enhances Mercury's financial management offerings for startups.

Mercury Personal expands market reach by attracting tech-savvy individuals.

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