Sr. Program Manager, BPO Operations at Outreach

| Seattle
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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

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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