About the job: The immediate priority is to stand up a new BPO partnership end to end: RFP, evaluation, contracting, site readiness, ramp, and steady-state governance. This is a high-impact role reporting directly to the Director of Support, with executive visibility and the autonomy to build the outsourcing function the right way.
This is a
hybrid position based at our Plano, Texas headquarters, with in-office presence required Tuesday through Thursday each week
What You'll Do: - Own the end-to-end onboarding of a new BPO partner: RFP, evaluation, site visits, contracting, technical and security integration, training, ramp, and transition to steady state.
- Build the selection framework: evaluation criteria, scoring rubrics, and reference checks across capability, capacity, geography, cost, security posture, and cultural fit.
- Negotiate SOWs, SLAs, rate cards, volume commitments, ramp schedules, and gain-share or risk-share structures that protect Tapcheck's interests while building a productive vendor relationship.
- Develop and manage the end-to-end transition and onboarding plan with clear milestones, dependencies, risk mitigation strategies, and executive-level status reporting.
- Design and execute the knowledge transfer program: documentation standards, nesting plans, certification gates, and go-live readiness criteria.
- Build the QA framework: scorecards, calibration cadences, audit sampling methodology, and escalation triggers that ensure quality parity with the in-house team.
- Coordinate cross-functional readiness with Legal, Finance, Procurement, InfoSec, IT, Workforce Management, Quality, Training, and Enablement. Own the master onboarding plan and hold every workstream to its dates.
- Own daily, weekly, and monthly performance against contracted SLAs (CSAT, response time, resolution time, AHT, occupancy, schedule adherence, QA score) across all of the partner's sites.
- Build and maintain the vendor scorecard. Translate raw Zendesk, Omni, and WFM data into a single source of truth that internal leadership and the vendor both trust.
- Run weekly business reviews and quarterly business reviews (QBRs) with vendor leadership. Drive root-cause analysis on misses and clear, time-bound corrective action plans.
- Partner with Workforce Management on volume forecasts, staffing requirements, and intraday adjustments. Hold the vendor accountable to forecast accuracy and staffing commitments.
- Manage contracts, statements of work, rate cards, and invoicing for the BPO partner. Reconcile billed hours against actual volume and identify cost-saving opportunities.
- Partner with Legal, Finance, Procurement, and InfoSec on contract renewals, security reviews, and compliance attestations (SOC 2, PCI, GLBA where applicable). Ensure the vendor adheres to Tapcheck's confidentiality, privacy, and code of conduct requirements.
- Lead BPO readiness for new client launches, product releases, and policy changes. Own the readiness checklist: hiring, training, access, routing, scripting, and QA.
- Serve as the escalation point for any BPO-driven incident impacting employer clients, partners, or end users.
- Deliver clear, executive-ready reporting on BPO performance, spend, and risk to the Director of Support and broader leadership team.
Success in the role will be measured by: - Successful selection and stand-up of the new BPO partner within defined timeline and budget parameters.
- On-time, on-quality knowledge transfer with BPO agents meeting certification gates before handling live customer contacts.
- Maintenance or improvement of CSAT, NPS, FCR, and quality scores through the transition period, with no degradation in customer experience.
- Achievement of cost-per-contact and cost-per-resolution targets defined in the business case.
- BPO agent attrition and speed-to-proficiency benchmarks met within the first 90 days of go-live.
- Proactive identification of transition and operational risks with documented mitigation plans, avoiding unplanned disruptions.
- Effective cross-departmental communication and stakeholder alignment throughout the vendor lifecycle.
What You'll Bring: - 7+ years in CX operations, outsourcing program management, or BPO vendor management, with at least one completed BPO stand-up built from scratch (greenfield, not inherited).
- Hands-on experience with RFP processes, MSA/SOW/SLA negotiation, and vendor governance frameworks.
- Strong commercial fluency across BPO pricing models (per-FTE, per-contact, per-minute, outcome-based), invoice reconciliation, and contract negotiation.
- Proven SLA and KPI ownership across CSAT, response/resolution times, QA, AHT, and schedule adherence, including running structured QBRs and corrective action plans.
- Solid understanding of staffing and capacity planning concepts; able to validate vendor proposals and model ramp scenarios.
- Proven ability to build QA programs, training curricula, and knowledge management systems for outsourced teams.
- Analytical rigor, with the ability to build business cases, cost models, and performance dashboards from the ground up. Hands-on with Zendesk (or comparable CCaaS), workforce management tools, and BI tools like Omni, Looker, or Tableau.
- Exceptional stakeholder management across executive, operational, and vendor audiences.
- Experience in fintech, financial services, or a similarly regulated environment preferred.
- Familiarity with support tools and platforms (e.g., Zendesk, Ada, QA/coaching tools).
- Prior experience on the BPO side (e.g., Client Services Director, Implementation Lead) is a strong plus.
- A bias for action, a commitment to operational excellence, and the ability to navigate ambiguity while keeping multiple workstreams on track.
At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future. CompensationCompensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process.
