Vendor Relationship Manager, SMB

<div class="content-intro"><p><a href="https://www.sofi.com/sofi-employee-applicant-privacy-notice/" target="_blank"><strong>Employee Applicant Privacy Notice</strong></a></p> <p><strong>Who we are:</strong></p> <div> <p>Shape a brighter financial future with us.</p> <p>Together with our members, we’re changing the way people think about and interact with personal finance.</p> <p>We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. <strong>Join us to invest in yourself, your career, and the financial world.</strong></p> </div></div><p><strong>The role:</strong></p> <p>We are seeking a Vendor Relationship Manager of Vendor Operations for Small Business Lending to build and lead the operational framework that ensures our external partners deliver consistent, compliant, and high-performing outcomes. In this role, you will own the governance, performance management, and operational readiness of all third-party vendors supporting Small Business Lending. You will ensure vendors meet contractual obligations, align to our OKRs, operate within defined controls, and deliver an exceptional experience to our business members. This role is ideal for a leader who thrives in building new operating models, creates structure in ambiguity, and partners cross-functionally to drive accountability.</p> <p><strong>What you’ll do:</strong></p> <ul> <li>Establish and own the vendor governance model for SMB Lending, including cadence, scorecards, escalation pathways, and performance reviews and creating connection for the sales, servicing/support, collections, and other operational functions supporting the end-to-end SMB lifecycle.</li> <li>Ensure vendors supporting origination, underwriting support, customer servicing, payments, and collections consistently meet SLAs, KPIs, and contractual obligations — and drive remediation plans when they don’t with the appropriate internal SoFi teams.</li> <li>Serve as the primary Operations point-of-contact for vendor performance, issue resolution, and continuous improvement across member-facing and back-office operations.</li> <li>Work cross functionally to build and maintain control frameworks with the appropriate internal SoFi teams ensuring vendor activities across sales practices, servicing interactions, and collections activities align with regulatory, contractual, and internal policy requirements.</li> <li>Partner with Compliance, Legal, Risk, and Audit to assess vendor risk across customer acquisition, servicing, and collections, and implement corrective actions where needed.</li> <li>Ensure vendor processes are documented, monitored, and testable, supporting exam readiness, complaint management, and operational resilience across all SMB operational functions.</li> <li>Translate program OKRs into vendor-level performance metrics, dashboards, and action plans, including metrics tied to conversion, customer experience, delinquency, recoveries, and operational efficiency.</li> <li>Identify operational friction, failure points, and control gaps across sales, support, collections, and servicing journeys, and lead cross-functional efforts to remediate them.</li> <li>Support launch readiness and ongoing enhancements for SMB Lending initiatives, ensuring vendors supporting sales, servicing, and collections are prepared, trained, and fully integrated.</li> <li>Partner closely with Product, Engineering, Credit Risk, Servicing, and Operations teams to align vendor capabilities with business strategy and evolving operational needs.</li> <li>Influence decision-making using data, root-cause analysis, and scenario planning, particularly related to vendor scalability, ris ... (truncated, view full listing at source)