Bpo Manager

Summary

Join Ascend, a rapidly growing SaaS company, as their BPO Manager! You will oversee and optimize Ascend’s Business Process Outsourcing (BPO) and human-in-the-loop (HITL) processes, managing document recognition workflows and enhancing operational efficiency. This role requires strong analytical skills, experience with program management methodologies, and proficiency in SQL and other BI tools. Ascend offers a competitive salary, exceptional benefits including comprehensive healthcare, a generous retirement plan, flexible time off, and a remote-first culture. The ideal candidate will have 4+ years of experience in operations management with a focus on BPO or HITL program management. This position offers the chance to learn, take ownership, and build your career in a supportive and collaborative environment.

Requirements

• 4+ years of experience in operations management, with a focus on BPO, or human-in-the-loop (HITL) program management
• Demonstrated experience implementing and managing program management methodologies such as Lean, Six Sigma, Agile, or Kaizen in an operational setting
• Proven ability to optimize operational efficiency or manage HITL workflows for accuracy and consistency
• Strong analytical skills with proficiency in SQL, Excel, or other BI tools like Tableau or Power BI
• Effective communication and collaboration skills with experience working across product, engineering, and customer success teams

Responsibilities

• Centralize and manage all HITL and OCR support issues to streamline workflows and expedite resolutions
• Determine best-case recognition scenarios, such as when to use HITL versus full OCR, to improve recognition accuracy during customer onboarding
• Collaborate with the Document Intelligence Team to refine OCR models, ensuring they meet supplier- and field-specific requirements
• Proactively address and troubleshoot customer inquiries related to OCR and AI recognition processes
• Develop and maintain a comprehensive reporting suite that tracks HITL performance, recognition accuracy, customer satisfaction, and operational efficiency
• Analyze customer feedback and support ticket data to identify trends and drive continuous improvement in document recognition processes
• Act as an escalation point for complex HITL-related issues, coordinating between technical and non-technical teams to resolve customer concerns

Preferred Qualifications

• Familiarity with R/Python for performance analysis
• A strong sense of urgency, attention to detail, and an ability to prioritize effectively

Benefits

• Competitive salary and a comprehensive healthcare plan (100% covered for employees, 50% for dependents)
• Generous retirement plan match
• Lifelong Learning Allowance for personal enrichment (e.g., cooking, dance, or language lessons)
• Flexible time off, 10 paid holidays, Flex Fridays during summer, and one week off between Christmas and New Year’s
• A platform for good: Diversity, Equity & Inclusion programs, charity matching, and volunteer days
• Remote-first culture where you’ll feel connected to the team no matter where you are
• Flexible schedules and generous parental leave programs
• Top-tier tools and tech for your best work (hardware, software, and home office setup)