Business Process Outsourcing Manager

Summary

Join SafelyYou as a Business Process Outsourcing (BPO) Manager and oversee the entire process of contracting specific business functions to third-party service providers. You will define and measure quality standards and service level agreements (SLAs), and deliver cost-effective results by managing vendor relationships, monitoring performance, and identifying areas for improvement. This role requires strong leadership and communication skills, experience in BPO management, and a deep understanding of outsourcing models. You will be responsible for identifying potential vendors, negotiating contracts, and ensuring favorable pricing and service levels. SafelyYou offers a competitive compensation package, including fully paid employee premiums for Medical, Dental, Vision, and Life Insurance, a 401(k) program, unlimited PTO, and professional development opportunities. The position is fully remote.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• Minimum of 3-5 years of experience in BPO management
• Strong understanding of outsourcing models, contract negotiation, and performance management
• Minimum of 2 years of experience in delivering a high reliability service
• Excellent leadership and communication skills with the ability to work cross-functionally
• Proficiency in data analysis and performance tracking tools
• Ability to manage multiple projects and drive results in a fast-paced environment
• Knowledge of compliance and regulatory requirements related to outsourcing

Responsibilities

• Identify potential vendors, evaluate their capabilities, negotiate contract terms, and ensure favorable pricing and service levels
• Analyze existing business processes, document procedures, and design workflows for efficient outsourcing
• Oversee the transition of business processes to the outsourced provider, including data documentation, automation tools, reporting, training, and change management
• Track key performance indicators (KPIs) like productivity, accuracy, and customer satisfaction against SLAs, and identify areas for improvement
• Establishes quality standards, conducting audits, and addressing quality issues to maintain service levels
• Build and maintain strong relationships with outsourced vendors, addressing concerns, and ensuring open communication
• Manage the workload demand and resourcing forecast based on budget requirements and service delivery goals
• Analyze costs associated with outsourcing, identify cost-saving opportunities, and manage a budget
• Identify potential risks associated with outsourcing - developing mitigation strategies, and ensuring compliance with relevant regulations
• Communicate effectively with internal stakeholders, keeping them updated on outsourcing progress, and addressing their concerns

Preferred Qualifications

• Experience with process automation, digital transformation, or AI-driven outsourcing solutions is a plus
• Travel internationally 4+ times per year to perform audits and training
• Passionate about our mission and our technology
• Experience with G Suite, Slack, and BI Tools

Benefits

• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision, and Life Insurance
• Company Equity: An opportunity to share in the company’s success through ownership, allowing you to directly benefit from the growth and impact you help create
• 401(k) Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth potential
• Company retreats
• Medical & Family/Parental Leave
• Bereavement Leave
• Jury Duty Leave
• Reproductive Loss Leave
• Professional development opportunities