Senior Manager, Business Process Operations - Remote

Overview

We are seeking a Senior Manager of Business Process Improvement & Operations to own and optimize our service delivery operations and vendor partnerships. This role is critical in driving efficiency, accountability, and performance of our back-office operations while partnering cross-functionally to improve end-to-end service delivery.

In Short

• Own and oversee back-office operations to ensure high-quality performance and customer satisfaction.
• Collaborate with Product to streamline and automate operations.
• Define and monitor KPIs, SLAs, and quality standards.
• Lead regular performance reviews to improve efficiency.
• Manage relationships with external vendors and oversee performance management.
• Collaborate with Finance, Legal, and Procurement on vendor agreements.
• Identify initiatives to streamline operations and improve scalability.
• Lead process mapping and root cause assessments for operational improvement.
• Make data-driven decisions to enhance performance.
• Ensure issues are addressed promptly and thoroughly.

Requirements

• 7+ years of experience in operations, process improvement, or service delivery leadership.
• Experience leading offshore teams, particularly in India.
• Success in managing external vendors or BPO partners.
• Strong analytical and problem-solving skills.
• Exceptional project management skills and attention to detail.
• Excellent communication and relationship-building skills.
• Experience with tools like Salesforce or Jira is a plus.
• Lean Six Sigma, PMP, or relevant certifications are a plus.
• Operational mindset with a hands-on approach.
• A passion for building scalable systems that improve service quality.

Benefits

• Remote work environment with a flexible schedule.
• Annual company offsite.
• Generous leave package including flexible time off and paid holidays.
• Medical, dental, and vision insurance for you and your family.
• 401(k) company match.
• One-time workspace reimbursement.