Head of Outsourcing

Summary

Join Darkroom, a rapidly growing marketing agency, as their Director of Outsourcing. You will be responsible for launching, growing, and ensuring the profitability of Darkroom's Business Process Outsourcing (BPO) department. This role requires developing strategies to integrate dedicated resources, building scalable outsourcing operations, and leading a high-performing team. You will work closely with internal teams, global talent hubs, and clients to deliver exceptional value. The ideal candidate possesses extensive experience in agency outsourcing, BPO, or operations management, along with strong leadership and communication skills. Darkroom offers a competitive salary and benefits package, including unlimited vacation and a remote-first culture.

Requirements

• This individual must be highly entrepreneurial and willing to work in a fast-paced environment with changing requirements
• This candidate will be expected to be in person boots-on-the-ground at our operations when established in Portugal or South Africa
• 7+ years of experience in agency outsourcing, BPO, or operations management
• Proven track record of launching and scaling a BPO service or similar operational function
• Experience managing global teams and sourcing talent across multiple locations
• Strong understanding of cost structures, pricing models, and client engagement strategies
• Entrepreneurial mindset with a focus on building scalable systems and delivering value to clients
• Exceptional communication and negotiation skills, with a client-first approach
• Strong leadership and team-building abilities to create a high-performing division
• Proficiency in Notion and Figma
• Passion for empowering entrepreneurs and delivering exceptional outsourcing experiences
• Commitment to transparency, excellence, and innovation
• Ability to thrive in a fast-paced, collaborative environment

Responsibilities

• Serve as the primary point of contact for BPO clients, ensuring a high level of transparency and communication
• Design and implement a 30-60-day hiring process to source, vet, and onboard top-tier talent tailored to client requirements
• Work with clients to define role specifications, organizational needs, and desired outcomes for outsourced teams
• Oversee the creation of service agreements, pricing models, and deliverables that align with Darkroom’s principles of cost transparency and quality
• Coordinate the workflow and strategic management of all dedicated resources
• Work with our CEO to build and manage a comprehensive strategy to launch, scale, and operate the highest quality BPO services across the agency and in the creative marketing space
• Work with existing Darkroom departmental infrastructure to discover the best resourcing management model for our unique outsourcing strategy
• Identify key roles to outsource based on existing agency infrastructure
• Work with our Director of People to focus on strategies around key resourcing hubs and roles
• Work with our sales team to integrate dedicated resourcing into our agency sales process pitch
• Work with Department heads to figure out the optimal fractional to dedicated resource workflow to enhance client and employee experience
• Establish processes to streamline talent sourcing, hiring, and onboarding across global hubs
• Ensure all hires are equipped with the necessary technology, benefits, and management support
• Monitor and optimize the profitability of the BPO division, ensuring revenue targets are met
• Track performance metrics to ensure client satisfaction and operational efficiency
• Collaborate with the marketing team to create compelling landing pages, sales collateral, and outreach campaigns to attract new clients
• Work with our VP of Operations to roll out trainings to up-skill new applicants at pre determined pace
• Collaborate with global sourcing leads to identify and attract the best candidates across hubs
• Maintain relationships with local talent networks to ensure a continuous pipeline of skilled professionals
• Champion employee development by integrating outsourced hires into the Darkroom agency ecosystem, fostering industry-leading skillsets
• Serve as boots on the ground in our key resourcing hubs (Portugal and South Africa)

Benefits

• Unlimited Vacation Policy, and Holidays: Rebooting is one of the most important parts of growth. At Darkroom, you have access to a flexible vacation policy, and 10 holidays throughout the year to keep you recharged and sharp
• Location, location, (or no) location: Remote-first culture with a strong community base. With Hubs in LA, The Bay Area, New York, Philly, Sao Paulo, Lisbon, and Eastern Europe
• Endless opportunities for growth: Our agency is founded on an interdisciplinary approach, giving Darkroomers insights into services far beyond your job description. Grow your skills and interests beyond your niche and stay at the forefront of the industry through total immersion in cross-functional collaboration