Senior Program Manager - Vendor Operations (Remote)

Ladders; United States; Remote; USD 128,000 - 188,000; Full time

Benefits offered by this job

100% subsidized health coverage for员工及

Monthly stipends for tech setup and wh

Flexible time off and generous holiday

Job summary

Ladders is seeking a Senior Program Manager I to oversee vendor operations and governance for a large partner network in a regulated environment. This remote US-based role emphasizes data-driven insights to improve service delivery and customer experience, with collaboration across executives and stakeholders.

The position focuses on driving performance, prioritizing improvements, and supporting major rollout efforts while ensuring operational consistency across cross-functional initiatives.

Qualifications

• 8+ years in vendor/BPO management or operations.
• Strong analytical skills for data-driven decision-making.
• Proven track record in driving vendor accountability.
• Experience leading large cross-functional programs.
• Exceptional communication skills with executives.
• Preferred experience managing large vendor networks (2,000+ agents).
• Background in fintech or compliance-heavy functions is a plus.

Responsibilities

• Own vendor performance metrics and customer experience
• Lead executive-level vendor governance meetings
• Define operational strategies for vendor services
• Collaborate with Business Analysts to develop performance metrics
• Use data to identify performance gaps and prioritize actions
• Conduct ad-hoc analyses for rapid decision-making
• Serve as liaison for unique partner operational needs
• Coordinate initiatives across multiple functional areas
• Translate vendor insights into actionable improvements
• Act as escalation point for systemic issues
• Drive key initiatives like product rollouts and regulatory implementations
• Champion continuous improvement across the vendor network

Skills

Vendor management

Analytics

Cross-functional leadership

Executive communication

Vendor governance

Vendor network experience

Fintech exposure

Job description

Ladders is seeking a Senior Program Manager I to oversee vendor operations and governance for a large partner network in a regulated environment. This remote US-based role emphasizes data-driven insights to improve service delivery and customer experience, with collaboration across executives and stakeholders.

The position focuses on driving performance, prioritizing improvements, and supporting major rollout efforts while ensuring operational consistency across cross-functional initiatives.