Manager, CX BPO, WFM & Programs

📋 Description

• Own our BPO program and act as the main point of contact, ensuring alignment between internal and outsourced teams.
• Monitor and report against key metrics (SLAs, contacts per hour, quality scores, CSAT).
• Travel as needed to outsourcing site (2-3 times per year).
• Partner with CSMs and BPO leadership to drive improvements.
• Join weekly, monthly and quarterly WFM and business reviews.
• Support WFM for onshore and offshore teams to optimize labor planning and CX costs.

🎯 Requirements

• 4+ years of management in a service environment, overseeing a BPO with 30+ agents and WFM.
• Experience with CRM apps (Zendesk, Gladly, Kustomer) to optimize CX ops.
• Passion for continuous improvement, data-driven decisions, learning, testing ideas, strong business acumen.
• Adaptable to shifting goals and leading teams through change with a positive attitude.
• Excellent communication across levels and mediums.
• Experience in project management driving large-scale changes.

🎁 Benefits

• Paid time off including vacation, bereavement, and family sick leave.
• Universal Paid Parental Leave for both parents + flexible return to work.
• Paid Sabbatical after 5 years of continuous service.
• Exclusive employee subscription and rental discounts.
• Comprehensive health, vision, dental, FSA and dependent care from day 1.
• 401(k) match.