Senior Outsourced Operations Manager (Fintech)

TL;DR

Senior Outsourced Operations Manager (Fintech/BPO): Managing operational performance and vendor relationships across multiple BPO sites with an accent on KPI adherence, SLA standards, and customer experience optimization. Focus on implementing performance improvement plans, scaling standardized SOPs, and aligning BPO delivery with broader strategic goals.

Location: Remote-eligible or onsite (San Jose, CA; Draper, UT). Must have authorization to work in the US without visa sponsorship.

Salary: $87,400 – $128,500 (depending on geographic zone)

Company

hirify.global is a Fintech company that empowers businesses by automating outdated financial processes with innovative software tools.

What you will do

• Manage operational performance across multiple product lines and BPO sites, maintaining strong leadership relationships.
• Hold BPO partners accountable for meeting KPI goals and SLA standards through regular WBR, MBR, and QBR meetings.
• Analyze customer feedback, efficiency data, and case reports to pinpoint and resolve operational gaps.
• Lead the creation and implementation of standardized SOPs to ensure consistency across all outsourced sites.
• Oversee BPO contract adherence, staffing models, and the effectiveness of the agent technology suite.
• Collaborate cross-functionally with Workforce Management and other departments on strategic operational planning.

Requirements

• Authorized to work in the United States without requiring visa sponsorship now or in the future.
• 5+ years of experience in customer service operations.
• 3+ years of experience within the BPO industry.
• Proficiency with Salesforce, Google Suite, and call center telephony systems.
• Strong mathematical and logical skills, including basic algebra.
• Ability to travel globally up to 25% of the year.

Nice to have

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

Culture & Benefits

• 100% company-paid health, dental, and vision insurance plans.
• 401(k) retirement plan and Employee Stock Purchase Program.
• HSA and FSA accounts, plus life and disability insurance.
• Flexible time off, 11+ observed holidays, and wellness days.
• Wellness and fitness initiatives and employee recognition programs.