Vendor Strategist

Mercury

Location:
United States; Canada, San Francisco ▼
New York
Portland
Remote

Category:
IT - Administration

Contract Type:
Not provided

Salary:

166600.00 - 187500.00 USD / Year

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Job Description:

Mercury's Vendor Strategy team is seeking a Vendor Strategist focused on Business Process Outsourcing (BPO) partnerships, for Customer Support. This role combines traditional vendor management responsibilities with strategic planning and capacity planning expertise, and offers significant opportunity to shape Mercury's vendor strategy during a period of substantial growth. The ideal candidate will be capable of both strategically expanding Mercury’s vendor ecosystem, and methodically optimizing our existing partnerships.

Job Responsibility:

Vendor Management: 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
Operational Efficiency: Lead capacity planning initiatives, resource forecasting, real-time management, and strategic staffing optimization to ensure operational efficiency
Data Analytics & Planning: Create performance dashboards, structured data evaluation frameworks, and support optimization of overall outsourcing efficiency
Cross-Functional Collaboration: Work with product, compliance, and strategic finance teams to ensure alignment with Mercury's broader objectives
Operational Metrics Management: Drive and own key performance indicators including AHT, SLA, service delivery, QC, staffing efficiency and cost optimization
Strategic Initiatives: Take over day-to-day management of BPO operations, build frameworks for outsourcing new lines of business, and develop comprehensive governance models for BPO vendors

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

Nice to have:

Operational planning experience in startup or fintech environments
SQL or other data analysis capabilities
Experience managing outsourced operations
Program management background with ability to collaborate cross-functionally
Contract negotiation and RFP experience
Fintech or banking experience
Startup experience

What we offer:

base salary
equity (stock options)
benefits

Additional Information:

Job Posted:
December 10, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Vendor Strategist - BPO