Sr. Manager of Outsourcing Partnership for Customer Service
100k - 210k USD
Remote
Full Time
#Data Analytics
#Vendor Management
#Contract Management
#Customer Service Operations
#BPO
At Super.com, we are on a mission to help people maximize their lives. We believe that everyone deserves to experience all that life has to offer, and we extend that same philosophy to our employees. We are more than just a high-growth tech company. We are a team that prioritizes your career progression and personal development, offering an environment where your work makes a real impact and your potential is truly unlocked.
Role at a glance
We are looking for a Senior Manager of Outsourcing Partnerships for Customer Service to join our team on a full-time basis. This is a remote position open to candidates based in Canada. As a manager-level professional, you will take ownership of our global BPO strategy, working closely with C-suite leadership to refine our approach to customer service and operational excellence.
Your impact
- Strategically manage our BPO partnerships by overseeing performance metrics, ensuring that all contractual SLAs and KPIs are consistently met or exceeded.
- Drive innovation and continuous improvement across our outsourcing operations by implementing best practices, new technologies, and data-driven strategies.
- Lead and mentor cross-functional teams, including Country Managers and the Agent Success Learning Development group, to foster a culture of quality, growth, and swift issue resolution.
What you'll need
To be successful in this role, you should be a strong communicator who is fluent in English and possesses the following qualifications:
- At least 5 years of experience in customer service operations or BPO management, with a specific focus on outsourcing partnerships.
- A proven ability to use data analytics to inform high-level strategic decisions and drive operational efficiency.
- Expertise in vendor management and contract management, including successful negotiation and relationship building.
- A track record of leading cross-functional projects and supporting diverse teams.
- Bonus points if you have experience with CRM and WFM tools, process improvement methodologies like Six Sigma or Lean, or a PMP certification.
Perks and compensation
We offer a competitive salary range of 100,000 USD to 210,000 USD. In addition to your salary, you will enjoy a comprehensive suite of benefits designed to support your well-being and professional growth:
- Unlimited vacation and flexible remote work arrangements.
- Equity compensation and a 401k plan.
- A dedicated home office budget and a learning budget for your professional development.
- Life insurance and maternity/paternity leave.
- Access to various wellness programs.
Super.com
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Company Size
101-250
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