Customer Service Outsourcing Manager

Summary

Join BlaBlaCar's Customer Relations Team as a Customer Service Outsourcing Manager! Manage vendor activities and relationships, monitor performance KPIs, and collaborate with internal stakeholders. Develop strategies for vendor evaluation and maintain staffing needs. Oversee vendor billing and budget, and onboard new vendors. Report directly to the Vendor Operations Manager and work with a team of four. This permanent role, starting May/June 2025, requires 3+ years of BPO management experience in customer service. Strong negotiation, communication, and collaboration skills are essential.

Requirements

• You have at least 3 years of experience in BPO management in customer service from strategy to operations and/or you have a solid experience in running operations for a BPO (Business Provider Outsourcing)
• You are able to develop action plans as per the business needs
• You possess strong negotiation, ownership, assertiveness and decision-making skills
• You have excellent communication and presentation skills, as well as a strong ability to collaborate with cross-functional teams and stakeholders
• You are results-oriented, punctual, and organized
• You have strong verbal and written communication skills in English & Ukrainian

Responsibilities

• Developing and maintaining relationships with CRT outsourcing partners or vendors
• Continuously monitoring of tasks’ development progress and the partners’ KPIs (both quantitative and qualitative)  and setting a governance framework
• Maintaining collaboration between the vendors and BlaBlaCar’s internal stakeholders
• Supporting the strategy and standards development for evaluating vendor performance in cooperation with vendors and BlaBlaCar’s performance management team
• Maintenance of the staffing needs for excellent vendor performance and setting goals for the vendors based on the company strategy and objectives
• Keeping a check on invoices, billing and budget of vendor operations
• Onboarding of new vendors into the company in cooperation with the Vendor Operations Manager

Preferred Qualifications

• Google workspace
• Finance/Budget knowledge
• Risk management

Benefits

• Official employment contract
• Full remote possible in the country of employment
• 4 additional weeks on top of legal maternity/paternity leaves
• Financial support for home office equipment
• 24 days holidays per year including 12 days of public holidays (vacations and sick leaves are compensated according to the labor law)
• Local meal plan policy
• Public transport compensation
• Mental health/psychological support ( Moka.care ) & individual therapy sessions (Ensuria)
• Private health insurance
• Personal growth via trainings, mentorship, internal mobility programs, and English classes
• Employee Stock Ownership plan
• Regular team building events (End of Summer Party, Christmas Dinner, Workshops)
• 1 day per year for volunteering