Senior Manager, Business Process Outsourcing (BPO)

What You’ll Be Doing: 

We are looking for a manager of our Business Process Outsourcing (BPO) team to help us durably scale our customer experience at Grow Therapy. You will be responsible for overseeing the strategic planning, vendor management, and day-to-day operations of outsourcing processes, including cultivation and expansion of our BPO partnerships. You’ll be a part of our remote friendly team, reporting directly into the Head of Customer Operations.

Your responsibilities include: 

• Assess health of current BPO relationships and provide recommendations for next steps.
• Conduct an RFP for a new or additional BPO help develop and manage performance with each BPO we acquire, along with contract negotiation and management.
• Analyze current KPI’s and SLA’s for our BPO team across the entire customer operations department, and if needed, develop new metrics in collaboration with leaders.
• Create robust headcount modeling based upon business needs, along with actively managing scheduling and auditing timecards.  
• Act as day to day point of contact for our outsourced customer success partner(s).

Salary range: $121,125 - $177,375

You’ll Be a Good Fit If:

• Experience scoping, working with and managing multiple 3rd Party BPO companies (preferably 5 - 7 years) 
• Strong business acumen, with a penchant for data-driven leadership to enhance overall performance.
• Experience negotiating complex technology, business process or outsourcing contracts.
• Outstanding oral and written communication capabilities.
• Proficiency in various CRM systems (intercom, hubspot) and telephony systems 
• A commitment to inclusion and diversity, and openness to new ideas and perspectives

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume. 

Note: Please upload your resume in PDF format