Senior Manager, BPO Operations

Location: Overland Park, Kansas, United States; hybrid

Company

hirify.global operates a global B2B payments and invoicing network with integrations to eCommerce and ERP solutions and flexible trade credit products.

What you will do

• Manage the day-to-day operational relationship with the external BPO partner across customer support, accounts receivable, collections, and unapplied cash.
• Own weekly and monthly business reviews, quality calibrations, SLA monitoring, performance reporting, and escalation management.
• Coordinate staffing, scheduling, attrition tracking, capacity planning, and workforce requirements with the BPO partner.
• Drive corrective actions, root-cause analysis, continuous improvement, productivity gains, defect reduction, and customer journey improvements.
• Support contract performance reviews, renewal negotiations, benchmarking, resource utilization analysis, and cost-effectiveness recommendations.
• Lead and develop a small internal team while partnering with Account Management, Product, Quality, Training, Accounts Receivable, and Project Management.

Requirements

• 7+ years of operations leadership experience, including outsourced or BPO partner management, vendor performance management, SLA enforcement, and quality oversight.
• Bachelor’s degree in business, operations, finance, or a related field.
• Experience in customer support, order-to-cash, or accounts receivable operations; B2B payments or fintech experience is preferred.
• Experience with workforce planning, capacity management, staffing optimization, operational reviews, and data-driven accountability.
• Strong understanding of Lean, Six Sigma, process improvement methodologies, and digital enablers.
• Advanced Microsoft product skills; willingness to travel as needed.

Culture & Benefits

• Supportive, collaborative, and entrepreneurial work environment.
• Competitive salary and generous paid time off.
• Paid parental leave and medical, dental, vision, FSA, life, AD&D, and short- and long-term disability benefits.
• 401(k) matching and an employee referral program.
• Values include tenacity, empathy, ingenuity, customer focus, empowerment, and work-life balance.