Vendor Manager

Make an impact where performance, risk and controls, and customer experience intersect. In this role, you will lead people and partners through complex, high-stakes work that requires sound judgment and disciplined execution. You will help strengthen how we operate while improving consistency and results across internal teams and external providers. If you enjoy turning complexity into action and developing others, this role offers meaningful scope and visibility.

Job summary

As a Vice President in the Card Collections Litigation team, you lead through others to deliver sustainable business outcomes while maintaining a strong control environment and a customer-focused approach. You oversee internal team members and manage relationships with external law firms to drive consistent execution. You collaborate across functions to identify improvements, manage risk, and support responsible decision-making.

Job responsibilities

• Lead and coach internal team members, setting clear expectations and supporting development through regular feedback.
• Manage external law firm relationships to deliver consistent recoveries, efficient operations, and responsible customer outcomes.
• Analyze program performance and key drivers to identify opportunities and prioritize initiatives that improve results.
• Translate complex legal and operational issues into clear business decisions and practical execution plans.
• Identify root causes of performance or control gaps and implement sustainable process improvements.
• Promote an inclusive, accountable environment focused on continuous improvement and operational excellence.
• Champion customer experience considerations within strategies, policies, and partner interactions.
• Partner with Legal, Risk, Compliance, Controls, Operations, and other stakeholders to support well-controlled execution.
• Influence cross-functional partners and external counsel effectively, including in situations without direct authority.
• Prioritize across competing demands, maintaining momentum on multiple initiatives in a fast-moving environment.
• Travel periodically to support law firm oversight, relationship management, and business reviews (typically a few days approximately every other month).

Required qualifications, capabilities and skills

• Experience in vendor or third-party management and in at least one of the following areas: collections, recovery, or litigation
• Demonstrated people-leadership experience, including coaching and developing others
• Ability to manage multiple priorities, organize work effectively, and consistently follow through on commitments
• Experience using data and insights to identify opportunities and drive measurable improvement in business performance
• Demonstrated ability to solve complex problems and move from analysis to execution
• Effective communication and relationship-management skills, with the ability to influence across levels and functions
• Ability to work effectively with attorneys and legal partners (a law degree is not required)
• Willingness and ability to travel periodically (generally a few days approximately every other month)

Preferred qualifications, capabilities and skills

• Experience overseeing external law firms or outside counsel in a regulated environment
• Experience improving operational processes, controls, or customer experience outcomes in collections, servicing, or recoveries
• Experience leading change initiatives that simplify workflows and improve consistency across teams and partners
• Experience using structured problem-solving methods (e.g., root cause analysis) to drive sustainable improvements
• Experience leading teams through the adoption and utilization of AI-enabled analytics, workflow automation, or intelligent process tools to improve operational efficiency and accuracy, reduce manual effort, and support consistent, well-controlled execution through coaching, change adoption, and continuous improvement.

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.