BPO Manager

Location: Not specified

Annual gross salary: €50,700–€68,500

Company

hirify.global is a second-hand marketplace with additional shipping and payments businesses, connecting millions of members across more than 20 markets.

What you will do

• Own the end-to-end relationship with BPO and agency partners across multiple countries, including onboarding, daily management, escalations, and offboarding.
• Manage contracts, service-level agreements, commercial terms, partner selection, and agency onboarding.
• Define and track KPIs and SLAs covering quality, productivity, conversion, and adherence.
• Build dashboards, reporting cadences, WBRs, MBRs, escalation paths, and quality calibration processes.
• Own forecasting, spend tracking, variance reporting, and cost optimization across agencies and markets.
• Design governance, processes, and playbooks for sustainable multi-agency and multi-market expansion.

Requirements

• Experience managing outsourced or BPO operations at scale across multiple countries or vendors.
• Experience in sales, acquisition, or growth in high-velocity environments.
• Strong experience with vendor performance management, KPIs, SLAs, WBRs, MBRs, and accountability frameworks.
• Experience owning budgets, forecasting, tracking, and optimizing spend across vendors or cost centers.
• Strong analytical, stakeholder management, negotiation, dashboard, reporting, and CRM skills.
• Fluent English and the ability to operate across time zones and cultures.

Nice to have

• French or Spanish language skills.
• Experience building structure and processes from a relatively unstructured starting point.

Culture & Benefits

• Share options programme.
• 25 working days of holiday and comprehensive medical coverage.
• Home-office equipment and a personal budget of up to €540 for workplace furniture.
• Learning budget starting at €3,000 annually, plus up to 10 working days over two years for development.
• Meal vouchers, Employee Assistance Program support, team-building events, and a monthly hirify.global shopping budget.
• Workation policy allowing limited remote work during travel, including up to 90 days per year in the EU and designated worldwide days.