Job Title: Senior Manager, Outsourced Customer Support Operations
About the Role:
As a Senior Manager of Outsourced Customer Support Operations, you will play a pivotal role in managing a multi-partner, fully outsourced, channel-focused customer support operation. Your responsibilities will encompass the orchestration and oversight of a large-scale operational function, supporting the activities and functions of hundreds of specialized customer support agents.
In this critical leadership position, you will be the driving force behind ensuring operational excellence, fostering strategic partnerships, and delivering exceptional customer experiences. Your mandate will be to lead and strategically govern specific areas of focus within our outsourced operation, including owning a particular grouping of skills/contact drivers and ensuring the quality of service delivered to customers.
Key Responsibilities:
1. Strategic Oversight of Multi-Partner Operations:
- Develop and maintain governance models for multiple BPO partners, ensuring compliance with operational standards and metric-based goals.
- Perform strategic reviews and evaluations of partner operations, focusing on continuous improvement and accountability.
- Provide high-level direction and support to Customer Success Leads, emphasizing operational management, quality oversight, and SLA adherence.
2. Operational Excellence in Outsourced Operations:
- Drive operational excellence across partner teams, emphasizing the quality of customer interactions, productivity, and adherence to critical operational targets.
- Guide partner teams' senior leadership to ensure performance meets contracted requirements and effective resource allocation.
- Implement data-driven decision-making processes for continuous operational improvement.
3. Senior Leadership in Cross-Functional Partnerships:
- Develop and maintain productive cross-functional partnerships, ensuring alignment of partner operations with internal team goals.
- Lead strategic planning initiatives, identifying performance trends, and devising solutions to enhance customer-facing and operational KPIs.
- Facilitate high-level meetings with internal and external teams for performance reviews, consistent alignment, and problem resolution.
4. Enhanced Communication and Leadership:
- Lead with exceptional communication skills, ensuring clarity and effective messaging across all team levels and external interfaces.
- Develop and implement strategic communication plans aligned with organizational goals, fostering transparency and collaboration.
- Cultivate a culture of mutual understanding and effective information exchange between internal and external stakeholders.
5. Strategic Problem Identification and Management:
- Proactively identify and define complex issues, ensuring a deep understanding of team workflows and processes.
- Serve as the primary liaison with Shared Services, orchestrating cross-functional collaboration for holistic problem-solving.
- Oversee the development and implementation of strategic solutions, leading initiatives to streamline processes and enhance customer experience.
Qualifications and Experience:
- Bachelor's degree or equivalent experience.
- 8+ years in senior management roles within Customer Care, with a required focus on managing large-scale operations. Experience in outsourced operations is preferred.
- Proven expertise in leadership roles, specializing in BPO vendor management and operational excellence.
- Deep understanding of the fintech industry's customer care standards and practices (preferred).
- Expertise in Banking, E-Commerce, and Payments (preferred).
This role requires frequent international and domestic travel to ensure effective coordination and management.
We offer a competitive compensation package, comprehensive benefits, and opportunities for professional growth and development. If you are a strategic and visionary leader with a passion for driving operational excellence and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
Employment Type: Full-Time
Salary: $ 149,000.00 234,000.00 Per Year
