About the position
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.
Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.
Responsibilities
- Manage business process outsourcing vendors (onshore/nearshore/offshore) supporting customer calls and online chat interactions with an eye towards excellent quality, customer service and efficiency
- Conduct site visit to Vendor locations for quarterly audit as it relates to the Statement of work for BPO Partner:
GS Client Review Physical Location set up to ensure site continues to meet the Floor Set up and Agent Equipment Check list outlined in the Site Readiness Check list
Review the Vendor’s Physical Security and Cyber Risk Mitigation Protocols are in line with GS standards
Conduct side by side observations on agents supporting customer calls and online chat interactions
Conduct discussion meetings with leadership and agents
Conduct debrief session with Vendor Senior leaders on observations and remediation plans for findings
Document site visit notes in GS Data base for historical reference
- Contact Center Management oversight
- Provide leadership direction and oversight of Analysts responsible for supporting multiple vendor relationships
- Work across the Transaction Disputes Intake and Fraud Servicing businesses to facilitate consistency in performance execution, customer satisfaction and regulatory compliance.
- Ensure adherence to contractual SLAs, KPIs and any contractual and regulatory requirements
- Work with business functions and cross-divisional stakeholders (e.g., technology, operational, legal, compliance and vendor risk) to identify and implement solutions.
- Review and provide recommendations regarding business process opportunities
- Facilitate issue identification and provide recommendations for effective and timely resolution to business.
- Provide consistent coaching and direction to vendors through multiple communication channels and routines
- Track and manage risks and communicate incidents/performance issues to proper leaders and business partners including Legal, Risk and Compliance teams
- Grow and develop a highly engaged team & drive positive culture
- Creating a culture of continuous improvement, focusing on systems to measure and improve customer satisfaction
- Support complex problem solving and dispute resolution
- Ensure compliance with established policies and procedures across multiple cross functional teams and processes
- Some travel required
Requirements
- Associate’s degree or equivalent work experience
- Minimum of 1 year in current role
- Strong understanding of customer service experience and process improvements
- Strong understanding of contact center metrics
- Must be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast-paced environment and have a positive attitude.
- Attention to detail as it relates to SOW, Contracts, Invoicing
- Project Management skill set to launch, exit or transition Contact Center Operations with new and existing vendors
Nice-to-haves
- Bachelor’s degree in business or a related field
- Leadership experience in a startup environment
- Contact Center Management, Vendor Management, Business Process Outsourcing (BPO), Supplier Management, Category Management experience preferred.
Benefits
- training and development opportunities
- firmwide networks
- benefits
- wellness
- personal finance offerings
- mindfulness programs
About the Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT Opportunity
Goldman Sachs is currently hiring for a Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT position based in Draper, UT, US. This is a full time opportunity suited to candidates who are ready to contribute their skills and grow within a dynamic team environment. Whether you're an experienced professional or looking to take the next step in your career, this role offers a chance to work on meaningful projects while developing new capabilities.
What the Role Involves
As a Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT, you will be expected to collaborate closely with cross-functional teams, take ownership of key deliverables, and contribute ideas that help Goldman Sachs achieve its goals. Day-to-day responsibilities typically include planning and prioritizing tasks, communicating progress with stakeholders, maintaining high standards of quality, and adapting to evolving business needs. The exact scope of duties may vary depending on team structure and current priorities, so candidates should be comfortable with a role that can evolve over time.
Who Goldman Sachs is Looking For
Successful candidates generally bring a combination of relevant experience, strong communication skills, and a proactive attitude toward problem-solving. Goldman Sachs values individuals who can work independently as well as part of a team, who are detail-oriented, and who bring a positive, adaptable mindset to their work. Prior experience in a similar Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT capacity is beneficial, though a strong willingness to learn and grow is equally important.
Compensation and Benefits
Compensation for this role is competitive and commensurate with experience. In addition to base pay, many roles at Goldman Sachs may include benefits such as health coverage, paid time off, opportunities for professional development, and a supportive work culture designed to help employees thrive both personally and professionally.
Why Join Goldman Sachs?
Joining Goldman Sachs as a Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT means becoming part of a team that values collaboration, innovation, and continuous improvement. Employees are encouraged to bring their own perspective to the table, and the organization aims to foster an environment where people feel supported in doing their best work. This is a great opportunity for candidates who want their contributions to have a real, visible impact.
How to Apply
If you believe you're a strong fit for the Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT role at Goldman Sachs in Draper, UT, US, we encourage you to review the full job details above and submit your application through the listed channel. This position was posted on 2026-05-18T13:09:58Z. Early applications are generally encouraged, as competitive roles like this one can attract a high volume of interest.
