Program Manager, CX BPO Partner Operations

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.