The Role - Sr. Program Manager, BPO Operations - Seattle or Atlanta

The Sr. Program Manager, BPO Operations is a strategic and operational owner for Business Process Outsourcing (BPO) within the Global Customer Support organization.

In this role you will be responsible for managing all aspects of the Support organization’s outsourced operations. You will work closely in the launch and ongoing management of a new global outsource partner. This includes KPI management, budget oversight, vendor quality, systems access, and QBRs. You will be the primary liaison between the outsource vendor and all internal teams at Outreach including Support Operations, Finance, Workforce Management, Security, Quality, and IT. 

The Sr. Program Manager, BPO Operations is an individual contributor and reports into the Sr. Director of Support Operations.

Your Daily Adventures Will Include:

• Build structure and lead day-to-day operations for outsourced Customer Support
• Proactively manage key metrics with BPO including CSAT, time to resolution, transfer rate, quality, and service levels
• Partner with internal teams to deliver short and long range staffing forecasts and channel mix to BPO vendor and monitor compliance/adherence to models
• Continually develop best practices for vendor management including routing, automation, and case management insights
• Create reporting and tracking processes and dashboards with BPO vendor and internal WFM/BI/Finance partnersAnalyze case trends for process improvement opportunities, training and content needs, and self-service enhancementsReview and approve all invoices and BPO related budget items, including seat licenses and SOWs
• Partner with BPO management and global support leadership to ensure the team has the training, tools, process, and communication vehicles to achieve customer expectations
• Provide oversight & direction of processes and procedures to ensure our Support model and culture manifest in day-to-day activities
• Complete Quality observations and calibrations across BPO Support Engineers
• Measure achievement against benchmarking standards and internal goals
• Review CSAT scores to understand Customer issues and resolve Customer issues and escalations as needed

Qualifications:

• 10 years of experience in the Customer Service industry 
• Experience managing Outsourced Customer Support Operations 
• Comfortable operating and strategic and tactical levels in a fast-paced environment
• Proactive decision making and problem-solving skills with the ability to affect change
• Strong organizational and follow-up skills; project management capabilities, and analytics skills are essential
• Excellent communication and soft skills, including the ability to work with all levels of internal/external Customers
• Ability to manage up, down, and across the organization
• Bachelor Degree or equivalent professional experience and certifications
• 15% travel expected, including to international locations

Preferred Qualifications:

• Experience with Zendesk and Salesforce
• Background in B2B and/or SaaS based Customer Support environments
• Program or Project Management experience and/or certifications
• Business Analytics or Continuous Improvement certifications such as Six Sigma 
• Experience administering BPO programs in non-phone channels such as email and chat

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status