Vendor Operations Manager (External Services)

M8l; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

NOVACARD is seeking a Vendor & Partner Operations Manager to coordinate external service providers, monitor performance, and ensure cost-effective continuity of critical processes.

You will collaborate with Risk Tech, Product, Operations, Finance, Customer Support, Compliance, and external vendors to optimize onboarding, testing, and runbooks while maintaining regulatory alignment. Fluency in Spanish and English is required.

Qualifications

• 3+ years in fintech, banking, payments, or tech.
• Experience managing external vendors and partnerships.
• Strong stakeholder management and communication skills.
• Advanced Excel or Google Sheets skills.
• Analytical, detail-oriented, and process ownership.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Own day-to-day communication with external vendors and service providers
• Coordinate incident resolution and follow-up with partners
• Track SLA compliance and service performance
• Organize operational reviews and regular meetings
• Coordinate contract renewals and vendor-related activities
• Support testing and validation of new integrations
• Maintain runbooks and documentation
• Ensure business continuity for vendor-dependent processes

Skills

Vendor management

Stakeholder management

Communication skills

Analytical thinking

Multi-tasking

Excel/Google Sheets

Incident management

APIs & integrations

Spanish (native/fluent)

English B2+

Cost & billing awareness

Tools

Jira

Confluence

Notion

Job description

Remote or onsite in the listed locations; native/fluent Spanish and English B2+ are required.

At NOVACARD, we’re redefining how people use credit. We are the first interest-free and no-annual-fee credit card in Mexico, designed to simplify personal finances and give users complete control - all from a mobile app. With NOVACARD, users can access up to $200,000 MXN in credit, only pay when they use it, and manage everything digitally in under 5 minutes. Our mission is to empower people to make smarter financial decisions by offering flexibility, transparency, and the freedom they need to reach their goals. Simple finances, big goals.

About the Role:

In this role, you will be responsible for coordinating external service providers, maintaining operational relationships with partners, monitoring service quality and costs, supporting integrations, and ensuring the continuity of critical business processes. You will work closely with Risk Tech, Product, Operations, Finance, Customer Support, Compliance, and external vendors to ensure that our external services operate reliably, efficiently, and cost-effectively. This role combines vendor management, operational ownership, reporting coordination, incident management, and cross-functional project execution.

Key Responsibilities:

Vendor & Partner Management

• Own day-to-day communication with external vendors and service providers
• Coordinate incident resolution and follow-up activities with partners
• Track SLA compliance and service performance
• Organize operational reviews and regular follow-up meetings
• Escalate critical issues and drive resolution
• Coordinate contract renewals and vendor-related operational activities

External Services Operations

• Coordinate operational processes related to credit bureaus, KYC providers, fraud prevention services, identity verification solutions, banking data providers, and other external partners
• Support onboarding of new vendors and services
• Coordinate testing and validation activities for new integrations and changes
• Maintain operational documentation and process runbooks
• Ensure business continuity for vendor-dependent processes

Reporting & Regulatory Processes

• Coordinate periodic reporting processes with external organizations and bureaus
• Prepare, validate, and submit required files and reports
• Monitor report quality and resolve discrepancies
• Maintain documentation and supporting evidence required for audits and compliance requests

Cost & Billing Management

• Monitor service usage and operational costs
• Validate invoices and vendor charges
• Reconcile billing discrepancies with providers
• Support budgeting and forecasting activities related to external services

Incident Management

• Coordinate investigation of incidents involving external providers
• Collect logs, examples, and supporting evidence
• Communicate with vendors during production incidents
• Track corrective actions and post-incident follow-up activities
• Drive resolution of recurring operational issues

Cross-functional Coordination

• Work closely with Risk Tech, Product, Operations, Customer Support, Finance, Compliance, and Data teams
• Coordinate implementation of process improvements and automation initiatives
• Ensure alignment between business requirements and vendor capabilities

Must Have

• Native or fluent Spanish
• English B2+ (written and spoken)
• 3+ years of experience in fintech, banking, payments, lending, or technology companies
• Experience managing external vendors, partners, or service providers
• Strong stakeholder management and communication skills
• Experience coordinating operational processes and production incidents
• Advanced Excel or Google Sheets skills
• Strong analytical and problem-solving mindset
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and process ownership

Nice to Have

• Experience working with credit bureaus, KYC providers, fraud prevention solutions, identity verification platforms, or financial data providers
• Experience in lending, credit cards, digital banking, or fintech products
• Basic SQL knowledge
• Experience working with APIs and technical integrations
• Experience validating invoices and vendor billing
• Familiarity with Jira, Confluence, Notion, or similar tools