The Senior Manager, BPO Operations, will own the day-to-day performance of the offshore support function for a fast-paced EdTech start-up.
The Senior Manager, BPO Operations will
- Serve as the primary operational point of contact for the BPO vendor, managing the day-to-day performance of a 10-person dedicated support team
- Own SLA performance tracking across first response time, resolution time by priority tier (P1-P4), CSAT, FCR, escalation rate, and QA score
- Act as the operational owner of AI-assisted support tools: response co-pilots, auto-tagging, sentiment detection, and knowledge base surfacing
- Ensure FERPA and COPPA compliance across all vendor operations: agent training certification, least-privilege data access, audit log oversight, and incident notification protocols
Requirements: - 5+ years managing offshore or nearshore BPO vendor relationships in a SaaS or tech-enabled services environment, including SLA governance and vendor performance management
- Proven track record running QA frameworks, calibration cadences, and agent performance management for contractor teams you don't directly employ
- Experience owning support operations reporting: daily summaries, weekly performance reports, monthly SLA analysis, and QBR facilitation
- Comfortable navigating matrix organizations
- Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk, Intercom, or equivalent)
- Practical familiarity with AI-assisted support tools or support workflow automation
- Experience with ChurnZero, Salesforce, or similar CS/CRM platforms
- Experience in K-12 EdTech or assessment preferred
- Experience deploying or managing AI-assisted support tooling preferred
Salary: $125-$130K + benefits
