Bpo Program Manager

Summary

Join Resident, a rapidly growing omnichannel retailer, as a strategic and results-driven BPO Program Manager. This remote role, based in the US, is crucial for optimizing outsourced customer success initiatives. You will partner with internal and external teams, manage budgets, analyze data, and implement strategies to enhance program performance. The position requires experience in BPO process management and customer success leadership, along with strong analytical and communication skills. International and domestic travel is required. The salary range is $65,000-$75,000, and discretionary bonuses or commission payments may be available.

Requirements

• 1–2 years of experience in BPO process management, preferably in a service or support role within a call center or remote environment
• 5+ years experience in Customer Success leadership role
• Experience working with and managing a BPO or hybrid team
• Able and willing to travel internationally and domestically several times a year
• Proficiency in data analysis using Google Sheets or Excel
• Strong understanding of sales and service KPIs (SLA, AHT, CSAT, ACW, AOV)
• Ability to thrive in a fast-paced, agile environment with ambiguity
• Excellent interpersonal skills with a professional, upbeat, and respectful approach to internal and external stakeholders
• Highly organized with strong attention to detail, time management, and execution skills
• Strong listening skills with a customer-centric mindset
• Excellent written and verbal English communication skills
• Self-motivated and comfortable working remotely
• Reside and be authorized to work within the United States
• Availability during key holidays and some weekends

Responsibilities

• Partner with the Resident Customer Success team and BPO leadership to effectively manage the BPO program budget and ensure financial efficiency
• Maintain clear, consistent communication with BPO leadership and key stakeholders, ensuring all parties have accurate and up-to-date information
• Research and analyze internal and external best practices, providing actionable recommendations for process improvements
• Own the implementation, change management, and compliance of success metrics to drive program effectiveness
• Work cross-functionally to develop and execute strategies and initiatives that align with business objectives and ensure key milestones are met
• Identify emerging trends, risks, and opportunities by collaborating with Resident and BPO leaders, proactively addressing potential challenges
• Partner with workforce management teams to optimize productivity metrics and drive overall program efficiency
• Develop and implement action plans to enhance program performance and ensure continuous improvement
• Share best practices for BPO policies and operational processes, ensuring alignment with Resident’s business needs and objectives
• Oversee budget management for production hours, staffing needs, and overall productivity, balancing cost efficiency with operational excellence

Preferred Qualifications

• Experience in a startup, DTC, or e-commerce environment is a plus
• Tech-savvy with the ability to quickly adapt to new platforms
• Proficiency in tools such as Five9, chat platforms, Google Suite, and Slack

Benefits

• Remote work
• Discretionary bonuses or commission payments