Job Description
ROLE OVERVIEW
We are looking for a Senior Manager to build a critical middle layer within our CX Operations team. You will act as the operational backbone, overseeing large-scale BPO partner sites, managing multi-location teams, and ensuring that operational excellence is delivered consistently across every customer touchpoint.
KEY RESPONSIBILITIES
• Manage and hold accountability for large-scale BPO/vendor partner operations (1000+ resources
across multiple locations)
• Serve as the key interface between business leadership and BPO partners — govern SLAs,
productivity, and quality
• Drive operational reviews: daily, weekly, and monthly governance cadences with partners and
internal stakeholders
• Identify operational gaps and implement structured improvement plans
• Work closely with the workforce management and resource planning teams to ensure optimal
capacity
• Own the escalation matrix for partner-led operations; resolve blockers swiftly
• Tr...
We are looking for a Senior Manager to build a critical middle layer within our CX Operations team. You will act as the operational backbone, overseeing large-scale BPO partner sites, managing multi-location teams, and ensuring that operational excellence is delivered consistently across every customer touchpoint.
KEY RESPONSIBILITIES
• Manage and hold accountability for large-scale BPO/vendor partner operations (1000+ resources
across multiple locations)
• Serve as the key interface between business leadership and BPO partners — govern SLAs,
productivity, and quality
• Drive operational reviews: daily, weekly, and monthly governance cadences with partners and
internal stakeholders
• Identify operational gaps and implement structured improvement plans
• Work closely with the workforce management and resource planning teams to ensure optimal
capacity
• Own the escalation matrix for partner-led operations; resolve blockers swiftly
• Tr...
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