TL;DR

Senior Outsourced Service Operations Manager (Fintech): Managing the operational performance of multiple product lines across BPO sites, with an accent on contract adherence, staffing models, and agent technology suites. Focus on driving customer experience improvements, optimizing operational gaps, and ensuring KPI and SLA goals are consistently met.

Location: The role is remote or based in offices in San Jose, CA, or Draper, UT. Applicants must have authorization to work in the United States and are not eligible for visa sponsorship.

Company

%hirify_global% empowers businesses by replacing outdated financial processes with innovative tools, building the future of financial automation.

What you will do

Manage operational performance of multiple product lines at BPO sites through effective relationships with leadership.
Maintain deep understanding of BPO Operations, contract adherence, staffing models, and agent technology suites.
Set clear objectives and hold BPO Leadership accountable for meeting KPI and SLA goals.
Analyze customer feedback and efficiency data to pinpoint specific areas needing improvement.
Ensure product updates are communicated effectively and all required trainings are completed at BPO sites.
Identify operational gaps and lead the creation and implementation of standardized SOPs across sites.

Requirements

5 years of experience in customer service operations.
3 years of experience in the BPO industry.
Demonstrated ability to drive improvement in the customer experience using people, processes, or technology.
Experience using data to drive insights and recommend changes for improvement.
Strong technical aptitude including Google Suite, Salesforce, and call center telephony systems.
College level English proficiency and excellent verbal and written communication skills.
Ability to travel globally up to 20% of the year.

Nice to have

Experience in the Financial Services industry.
Project Management Certification.
COPC Certification.

Culture & Benefits

100% paid employee health, dental, and vision plans (HMO, PPO, or HDHP options).
HSA & FSA accounts, Life Insurance, Long & Short-term disability coverage.
11+ Observed holidays, wellness days, and flexible time off.
Employee Stock Purchase Program with employee discounts.
Wellness & Fitness initiatives, employee recognition, and referral programs.