Senior Operations Director

BPO Senior Operations Manager

We are seeking a seasoned Operations Manager to lead the delivery of exceptional customer experience programs.

This senior-level operations professional will be responsible for building, managing, and optimizing large-scale omnichannel teams, ensuring high-quality outcomes around customer support, staffing, forecasting, toolset, and workflow optimization.

• Acting as a strategic advisor to the partner, keeping key points of contact up to date with their key challenges and opportunities.
• Identifying and evaluating partner key performance indicators and coaching frontline leadership with actionable behaviors necessary to meet the partner's objectives.
• Defining team performance and ensuring quantitative and qualitative objectives are met, per their contract.
• Overseeing program operations, including hiring, onboarding, training, quality assurance, tool optimization, and team building.
• Delivering upon the expected program-level financial results.
• Establishing a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values.
• Identifying program issues and risks and developing mitigation initiatives to reduce the potential impact.
• Participating in regular program Quarterly Business Reviews with the partner's executive leadership team.
• Practicing heightened awareness of startup e-commerce organizations and the agility required to work within these teams.
• Managing and mentoring staff.
• Directly managing and mentoring frontline team supervisors and team leads.
• Evaluating program health and taking actionable steps to ensure team member retention and engagement.
• Performing regular 1:1s with all direct reports, as well as skip levels with other team members.
• Resolving personnel issues as they arise and taking appropriate actions to remedy outliers.
• Supporting team leads and managers in establishing SMART goals and professional development.
• Fostering a problem-solving environment demonstrating teamwork and innovation.
• Establishing a standard and encouraging the learning and sharing of best practices.
• Crafting best practices and templates based on program needs/requirements.

Key Requirements:

• 3+ years as a CX Operations Manager/Program Manager for multiple accounts in the BPO industry.
• 2+ years successfully managing teams up to 100+ associates and mentoring 10+ frontline team Operations Managers, Team Managers and/or Team Leads in the BPO industry.
• Experience overseeing seasonal hiring, staffing, training, and quality control programs.
• Proven ability to develop master schedules and shifts in accordance with service level agreements.
• Experience optimizing and streamlining platforms such as Zendesk, Talkdesk, Shopify, and G Suite applications.
• Strong understanding of how to use data to generate reports and assess the health and efficacy of a partner program.
• Virtual team leadership in the U.S. and other international locations.
• Contact center proficiencies associated with skill-based routing, telephony IVR, CRM, and KB implementation and optimization.

Expected Skills and Qualifications:

• Ability to adapt quickly to changing business requirements and priorities.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Results-driven with a focus on delivering exceptional customer experience.
• Strong leadership and team management skills.
• Strategic thinking and planning skills.
• Adaptability and flexibility in a dynamic and fast-paced environment.
• Self-motivated and proactive approach to work.
• Collaborative mindset and willingness to work with cross-functional teams.

Our Mission:

PartnerHero is a global leader in providing world-class outsourcing solutions that enable businesses to scale efficiently while maintaining exceptional customer experience. Our mission is to connect talented individuals globally with companies looking to build, transform, and grow. By combining innovative technology with human-centered approach, we redefine the future of customer experience.

Why Join Us:

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive. Join us in unlocking community knowledge and making a meaningful impact in the lives of others.