Remote Relationship and Operations Manager

Summary

Join Turnitin and be part of a company that is a recognized innovator in the global education space. As a Quality Manager, you will manage the overall quality of service delivery and daily operations through relationship management with BPOs.

Requirements

• Bachelor’s degree or equivalent experience
• 3+ years of experience in managing nearshore/offshore teams
• Prior Vendor Management experience
• Experience gathering business and functional requirements with involved teams (including external partners)
• Strong organizational and analytical skills
• Excellent written and verbal communication skills
• A passion for consistent and timely delivery and the personality to overcome any obstacle associated with the ability to work individually or as part of a team
• Highly data-driven with a commitment to process. The ability to thrive in a fast-paced, dynamic and always changing environment

Responsibilities

• Manage the overall quality of service delivery and daily operations through relationship management with the BPOs
• Drive improvement in delivery management core processes and opportunities, BPO performance and customer satisfaction
• Act as the main point of contact for the BPO and handle their day-to-day communication and requirements
• Define, develop, communicate and implement standard operating procedures and best practices for BPO execution
• Manage client and BPO expectations to ensure implementation and use of services are within the agreed scope and timeframe
• Manage BPO contract fulfillment from a day-to-day relationship and operational perspective
• Manage BPO staff onboarding, the proper use of all agent tools and offboarding in alignment with Turnitin’s security requirements
• Maintain a working knowledge of operational support requirements and expectations, across Turnitin product lines, to support all BPO teams and foster accountability
• Monitor quality of deliverables according to Turnitin’s expectations and standard operating procedures to ensure that the relevant KPIs are met
• Manage and supervise BPO performance in alignment with Turnitin’s objectives, adjusting milestones as needed to drive BPO and agent-specific performance
• Responsible for ensuring appropriate internal escalations are progressed with proactive and effective communication to minimize any impact
• Focus on improving quality through the use of calibrations, audits, and evaluation of performance scores to maintain operational compliance
• Lead improvement in BPO new hire and overall team performance through ongoing coaching, feedback, positive recognition, and the implementation of corrective action to course correct
• Review analytics and reports to address quality, performance and forecast concerns and opportunities
• Responsible for managing diverse cultural contexts to ensure the successful handling and productivity of all BPO relationships
• Produce supporting materials, including documentation and template plans for use by internal and external stakeholders involved in assessment delivery and reviewing services
• Identify and implement new strategies/policies/systems to improve the quality and efficiency of service delivery performance and accuracy
• Work cross-functionally with our CSMs and Product teams to continually improve performance and drive towards increased self-service and ticket deflection

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*