The BPO Manager plays a critical role in overseeing ClearStar's global vendor relationships and outsourced operations. This role ensures third-party partners deliver against performance, quality, and compliance expectations while supporting a scalable, cost-effective operating model. You will drive vendor accountability, strengthen governance, and provide visibility into performance across offshore and nearshore operations.

What You'll Do:

• Lead management of global BPO vendors across offshore and nearshore operations
• Establish and enforce SLA frameworks, performance metrics, and governance standards
• Monitor vendor performance, analyze trends, and drive corrective action plans as needed
• Ensure vendor operations comply with FCRA and data handling requirements
• Build and maintain structured reporting on vendor performance, cost, and quality
• Partner with Operations, Compliance, and Finance to align vendor strategy and execution
• Lead recurring business reviews and performance discussions with external partners
• Support onboarding of new BPO processes, including documentation, training, and pilot oversight
• Identify opportunities to improve efficiency, scalability, and cost effectiveness across vendor operations
• Drive consistency in vendor management practices and documentation

What You'll Need:

• 3-5+ years of experience managing BPO vendors or outsourced operations
• Proven experience overseeing offshore or nearshore vendor performance
• Strong knowledge of SLA frameworks, vendor governance, and performance management
• Experience using data and reporting to drive vendor accountability and decision-making
• Strong communication and negotiation skills
• Ability to influence cross-functional stakeholders without direct authority
• Experience managing multiple priorities and workstreams
• Familiarity with FCRA or regulated data environments preferred
• Experience working with Philippines, LATAM, or Eastern European vendors preferred
• Project management experience preferred
• A dedicated home office space that is noise- and distraction-free with access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day task.

Who You Are:

You are structured, detail-oriented, and comfortable holding partners accountable to clear standards. You balance relationship management with performance discipline and rely on data to drive decisions. You communicate clearly, operate with strong judgment, and are focused on building scalable, compliant, and high-performing vendor partnerships.

Compensation & Benefits

Exciting and meaningful learning and development opportunities await at ClearStar! Join us on a journey of discovery and empowerment - where every opportunity is a steppingstone to success and growth. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low-cost dental and vision insurance, company-paid basic life insurance and a company-paid Short-Term Disability policy, employee assistance program, 401(k) matching up to 4%, time off, 9 company paid holidays, and 2 additional days of paid time off for volunteer activities.

The position is eligible for the Searching for Stars Employee Referral Program.