Invoice Pay Supplier Recruitment & Retention Manager

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,600 customers and $250+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.

Position Summary / Objective

The Finance & Accounting Services (FAS) Invoice Pay Supplier Recruitment and Retention (SRR) Manager builds and leads the supplier-facing team that recruits suppliers into virtual card and retains them in the program. This role stands up OSV's in-house calling operation, with the goal of bringing supplier outreach in-house by the end of Q2 2027 and transitioning campaigns away from the current hybrid model with JPMC as in-house results warrant.

This is a hands-on building role. For the first several months, the SRR Manager works directly on the phones alongside the team, learns what works and what does not, and uses that experience to write the scripts, train the next callers, and recommend the headcount the program needs. As the team fills, the role shifts toward coaching, performance management, and strategy.

The SRR Manager reports to the Director of Invoice Pay and partners closely with the Payment Optimization and Operations (PO&O) team, which owns customer-facing interaction, target pool analysis, and optimization work. SRR is supplier-facing and reports on its work; PO&O is customer-facing and uses that reporting to update customers.

Essential Functions / Duties / Responsibilities

Build and lead the calling team

• Make supplier calls directly, especially in the first 90 days, and stay close to the phones as the team grows

• Learn Salesforce and ensure calls, outcomes, and supplier pushback are logged consistently

• Develop and continuously refine call scripts, talk tracks, and objection handling for card acceptance and alternative payment methods

• Assess the current team's strengths and skill gaps; identify what is working and what is not

• Recommend the headcount needed to meet campaign volume and the Q2 in-house goal, with clear assumptions (call volume, conversion, campaign size), and update the recommendation as the program scales

• Recruit, hire, onboard, and train new callers; build the training materials and onboarding process so each new hire ramps faster than the last

• Coach team members, set expectations, and manage performance, including partnering with other leaders on staffing for any borrowed or loaned resources

Performance and reporting

• Own daily KPIs for the team, including calls, conversion, enrollments, pushback themes, and save rate

• Track in-house conversion against JPMC-run campaigns to inform when campaigns can move fully in house

• Provide regular reporting on calling activity and results to the PO&O team so customers can be kept informed

• Contribute supplier enrollment and campaign performance data for Quarterly Business Reviews

Retention

• Serve as the retention team: suppliers who want to unenroll from the program are routed to SRR for a save attempt

• Capture and report the reasons suppliers give for leaving, and track save rate

Supplier-side customer assist

• Handle quick items that do not require a customer decision, such as finding a piece of information or facilitating a next step like an endorsement email between a supplier and a customer

• Route anything that needs a customer decision, an exception, or a change to how the customer's program runs to the PO&O team

• For the first 60 to 90 days, log what is handed off and why, so the dividing line can be refined with real data

Process and cross-functional partnership

• Help define the SOPs for the end-to-end handoff: PO&O stranded spend findings and target pool analysis feeding SRR's calling work, and SRR results feeding back to PO&O

• Partner with the PO&O Manager to define the cross-training SOP: which basic questions each team can answer on the spot and what is handed to the other team. Target: within the first 90 days

• Build the reporting interface with PO&O iteratively, starting simple and improving as needs become clear

• Maintain accurate documentation of calling workflows, scripts, and campaign activity

• Ensure team adherence to processing standards, SLAs, and documented procedures

Role Boundaries

The following are owned by the Payment Optimization and Operations team and are not part of this role, though the SRR Manager is expected to support them with reporting and feedback:

• Target pool analysis and enrichment

• Customer-facing communication and campaign updates to customers

• Virtual card payment processing questions

• Payment optimization work, including VIP rates, leakage reviews, and stranded spend

Competencies

• Comfortable with ambiguity and change; able to build structure and process where none exists and to know what to lock down early and what to keep flexible

• Credible, hands-on working leader who leads by doing, with strong supplier call craft and objection handling

• Skilled at coaching, training, and developing new team members

• Analytical thinking with the ability to turn call data into decisions on scripts, staffing, and strategy

• Resilient and professional under supplier pushback; confident and calm in difficult conversations

• Strong written and verbal communication skills

• Collaborative across team boundaries, with a willingness to share information and credit with PO&O and other partners

• Results driven and self-managing

• Integrity and accountability in all interactions

• Proficient with Excel and able to quickly adapt to multiple systems

Supervisory Responsibility

Directly manages the SRR calling team, including current callers and all future hires. Reports to the Director of Invoice Pay and works as a peer partner with the Payment Optimization and Operations Manager.

Qualifications and Experience

• Experience in supplier enrollment, vendor enablement, payments outreach, or a related outbound supplier or customer contact function; typically five or more years

• Prior experience leading, training, or coaching a calling or outreach team

• Experience with virtual card programs, virtual card enrollment, or supplier acceptance strongly preferred

• Experience standing up or significantly building a program, process, or team preferred

• Salesforce experience preferred

• Workday knowledge a plus

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.