Vendor Strategist - BPO

“No one can whistle a symphony. It takes a whole orchestra to play it.” — H.E. Luccock

Role Overview

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.

About Our Team

The Vendor Strategy function at Mercury manages risk outsourcing initiatives across two principal domains: company-wide Business Process Outsourcing (BPO) and Risk Platform SaaS (KYC KYB IDV AML etc…). We're growing the team to better manage our expanding vendor ecosystem address rapidly evolving needs and drive strategic value for Mercury.

Key Responsibilities

• 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

Qualifications

• 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

Preferred Skills & Experience

• 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

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

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience expertise geographic location and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees (any location): $166600 - $187500

• Canadian employees (any location): CAD 157400 - 177100

*Mercury is a fintech company not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A. Members FDIC.

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race color religion national origin age sex marital status ancestry physical or mental disability veteran status gender identity sexual orientation or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance or an accommodation please let your recruiter know once you are contacted about a role.

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