BPO Program Manager - Remote

Overview

We are seeking a strategic and results-driven BPO Program Manager to lead our outsourced customer success initiatives. This role is pivotal in optimizing the efficiency, performance, and budgetary success of our third-party BPO partners.

In Short

• Manage BPO program budget and ensure financial efficiency.
• Maintain communication with BPO leadership and key stakeholders.
• Analyze best practices and provide recommendations for improvements.
• Implement change management and compliance of success metrics.
• Work cross-functionally to align strategies with business objectives.
• Identify trends, risks, and opportunities in collaboration with leaders.
• Optimize productivity metrics with workforce management teams.
• Develop action plans for program performance enhancement.
• Share best practices for BPO policies and operational processes.
• Oversee budget management for production hours and staffing needs.

Requirements

• 1–2 years of experience in BPO process management.
• 5+ years in a Customer Success leadership role.
• Experience managing a BPO or hybrid team.
• Able to travel internationally and domestically.
• Proficiency in data analysis using Google Sheets or Excel.
• Strong understanding of sales and service KPIs.
• Ability to thrive in a fast-paced environment.
• Excellent interpersonal skills.
• Highly organized with strong attention to detail.
• Excellent written and verbal English communication skills.

Benefits

• Remote-first company culture.
• Flexible work location policies.
• Competitive salary range.
• Potential eligibility for bonuses or commission payments.
• Commitment to equal employment opportunity.