Program Manager, CX BPO Partner Operations

2 weeks ago


Manila, National Capital Region, Philippines Worldcoin Full time
This opportunity would be with Tools for Humanity.

Location: Manila, Philippines or remote

About the Role:
  • Develop and maintain strong, strategic relationships with external customer support vendors, ensuring alignment with our company's objectives and customer experience standards.
  • Regularly evaluate vendor performance against key metrics and standards, implementing continuous improvement initiatives to address any gaps.
  • Lead the negotiation of contracts, rates, and Statement of Work (SOW) requirements, securing favorable terms while ensuring compliance with service level agreements (SLAs).
  • Coordinate with internal teams to forecast customer support needs, including volume forecasting and workforce planning, to ensure vendors are adequately staffed to meet demand.
  • Conduct regular site visits to vendor locations to audit processes, review operational effectiveness, and foster a culture of continuous improvement and excellence.
  • Manage the financial aspects of vendor partnerships, including budgeting, invoice reconciliation, and financial forecasting, ensuring cost-effectiveness and ROI.
  • Facilitate the integration of new technologies and processes across BPO partners to enhance customer support capabilities and efficiency.
  • Serve as the primary liaison between the company and external partners, effectively communicating needs, expectations, and feedback from all stakeholders.
About you:
  • Proven experience in BPO vendor management, ideally within a fast paced, high growth support context, with a track record of improving vendor performance.
  • Strong negotiation skills, with experience managing contracts and financial agreements.
  • Excellent communication and interpersonal skills, with the ability to build relationships with partners and stakeholders at all levels.
  • Analytical mindset, capable of interpreting performance data to drive decision-making and improvements.
  • Ability to work in a fast-paced environment, managing multiple projects and responsibilities simultaneously.
  • Willingness to travel extensively, including international travel, to meet with partners and conduct site audits.
  • Adaptability and flexibility, with the capacity to quickly adjust to new challenges and business needs.

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