BPO Senior Operations Manager

Summary

Join PartnerHero x Crescendo as a Senior Operations Manager to lead a high-growth BPO program for a healthcare technology client. You will oversee the program's operational lifecycle, driving performance, influencing client strategy, and scaling teams and systems. This role demands operational excellence, strategic insight, and the ability to act as an extension of the client's internal team. You will build and refine an agile, data-informed operation aligned with client goals. The position requires strong leadership, communication, and analytical skills. The company offers flexible working arrangements, competitive compensation, and attractive benefits.

Requirements

• Minimum 2 years of experience in operations leadership, with a strong background in managing outsourced service delivery or BPO programs
• Demonstrated ability to lead high-performing teams, own client relationships, and deliver measurable business outcomes
• Strong operational and analytical acumen. Must be comfortable with forecasting, performance analysis, and strategic planning
• Executive-level communication skills and a consultative, partnership-oriented approach to client success
• Experience managing programs with fast-changing scopes and navigating ambiguity with agility and poise

Responsibilities

• Serve as the senior operational lead and key stakeholder for a complex, multi-channel BPO program
• Act as a thought partner to client leadership, understanding their business goals and providing proactive, consultative support to help them scale efficiently
• Define and drive the program’s operational roadmap, aligning delivery strategies with long-term client needs
• Design, implement, and continuously improve processes and workflows that ensure quality, efficiency, and scale-readiness
• Own service-level performance, staffing plans, forecasting, and reporting for multiple operational tracks
• Use data to identify patterns, diagnose challenges, and recommend improvements across the operation
• Lead and mentor a cross-functional team of managers, team leads, and agents, fostering a high-performance and growth-focused environment
• Build organizational capabilities by coaching leaders, managing change, and driving engagement across all levels of the team
• Plan and manage headcount growth in alignment with client demand and program maturity
• Work closely with internal teams, including Training, Workforce Management, Quality Assurance, and Business Intelligence, to ensure integrated service delivery
• Facilitate clear and regular communication with both internal and client stakeholders to align goals, resolve issues, and surface opportunities

Preferred Qualifications

• Experience in healthcare, healthtech, or regulated service environments
• Familiarity with Zendesk, G-Suite
• Process improvement certifications (e.g., Lean, Six Sigma) are a plus

Benefits

• Flexible working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development