BPO Program Manager

Summary

Join us at Headway, a mission-driven company building a new mental healthcare system everyone can access. We're seeking an experienced BPO manager to oversee relationships with BPO partners and drive results in a fast-moving environment.

Requirements

• 5+ years of CX experience and a strong understanding of the CX ecosystem, including metrics and processes
• Ability to build a positive, respectful partnership with BPO stakeholders and drive results
• CX support experience, empathy for clients, and best practices for problem-solving
• Deep passion for the customer experience with a proven track record of driving innovation and optimization
• Strong understanding of CX metrics, processes, and tools
• Analytically minded, operationally excellent, and unflappable in a fast-moving environment

Responsibilities

• Design, negotiate, and have a clear understanding of BPO contractual obligations and performance metrics
• Partner with Operations, Enablement, WFM, and QA teams to understand their roles and how they interact with BPO partners
• Establish relationships with internal stakeholders and BPO partners
• Regularly meet with BPO managers to address any ongoing challenges and ensure alignment with CX goals
• Draft strategy for improving BPO efficiency and scalability in the short, medium, and long term
• Complete ownership of BPO relationships, performance tracking, and improvement initiatives
• Execute on strategies for operational improvements, cost efficiencies, and scalability
• Ensure BPO operations align with broader company goals and contribute to improving overall customer experience

Benefits

• Salary information based on geographic location (Group A, B, or C)
• $167,500 salary for Group A locations
• $150,750 salary for Group B locations
• $134,000 salary for Group C locations
• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development