Director of BPO Field Operations

Dayforce

Director of BPO Field Operations responsible for strategy and performance of outsourced service network at ClearCaptions. Ensuring top-notch customer experience and compliance with regulations.

Posted 7/27/2026full-timeRemote • 🌎 Anywhere in the WorldLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing outsourced field service operations, including vendor management, performance evaluation, and compliance with regulatory standards. Proven ability to develop and implement training programs, operational strategies, and performance metrics to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Vendor ManagementContract NegotiationPerformance ManagementTraining DevelopmentOperational Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operations LeadershipQuality ManagementWorkforce PlanningCapacity ManagementBudget AccountabilityKPI ManagementSLAsScorecardsFinancial ManagementProblem-Solving

Soft Skills

Excellent CommunicationRelationship ManagementOrganizational SkillsLeadershipTime Management

Tools & Technologies

Microsoft Office SuiteMicrosoft TeamsSlack

Industry Keywords

BPOField ServiceOutsourced OperationsRegulatory ComplianceCustomer Experience

About the role

Key responsibilities & impact

The Director of BPO Field Operations is responsible for the strategy, development, management, and performance of ClearCaptions' outsourced field service network
Ensures that all BPO installation partners deliver customer experience, installation quality, regulatory compliance, and product knowledge level equal to or exceeding ClearCaptions' Direct field organization
Owns vendor strategy, partner selection, contract negotiations, performance management, quality assurance, training, and certification programs, scheduling standards, inventory readiness, and operational performance across all outsourced field service providers
Serves as the primary point of accountability for building a scalable national BPO field service model capable of supporting company growth while maintaining exceptional customer outcomes and cost efficiency
Develops and executes the long-term strategy for ClearCaptions' outsourced field service network
Designs and maintains a scalable outsourced field service network by evaluating service providers, optimizing geographic coverage and partner capacity, and assessing partner performance to support business objectives and customer demand
Continuously assesses partner performance and makes recommendations regarding expansion, consolidation, or replacement
Identifies, evaluates, and onboards BPO field service providers
Leads contract negotiations, pricing discussions, service level agreements (SLAs), and performance guarantees
Develops compensation models and incentive structures that align vendor performance with company objectives
Manages vendor relationships, business reviews, and accountability for contractual obligations, SLAs, and performance standards
Establishes operational standards that mirror the performance expectations of ClearCaptions' Direct field organization
Develops vendor scorecards and reporting mechanisms to measure installation quality, customer satisfaction, adoption and activation rates, compliance performance, productivity, lead generation, and cost per installation
Conducts regular business reviews, corrective action planning, and oversight of vendor coaching, performance management, and accountability of programs in place
Designs and maintains a comprehensive training and certification program for outsourced field technicians
Ensures BPO technicians receive the same product, customer service, installation, and regulatory training standards as Direct technicians
Develops ongoing recertification and continuing education requirements and validates technician competency through audits, testing, and field observations
Ensures vendor leadership actively coaches and develops field technicians using ClearCaptions standards
Ensures all BPO technicians operate in accordance with company policies and regulatory requirements including maintaining required documentation and reporting to support regulatory requirements
Partners with Compliance and Quality teams to identify and address performance gaps and develops compliance monitoring and audit programs
Develops scheduling, dispatching, and workforce planning standards for outsourced partners
Establishes inventory management requirements that allow dedicated BPO teams to maintain local inventory of phones, supplies, and equipment
Drives continuous improvement initiatives focused on quality, customer experience, productivity, and reducing operational friction to improve installation efficiency
Owns BPO field service economics and performance
Manages vendor costs and ensures outsourced installation costs remain competitive with Direct installation costs where practical
Identifies opportunities to improve efficiency while maintaining service quality
Develops reporting and forecasting to support financial planning and operational decision-making
Performs other duties as assigned

Requirements

What you’ll need

Bachelor’s degree in Business, Operations Management, Supply Chain, Management or related field
Minimum of eight (8) years of progressive operations leadership experience managing outsourced operations, BPOs, field service organizations, or contractor networks
Minimum five (5) years' experience leading multi-site or geographically dispersed teams
Proven experience negotiating and managing vendor contracts and service agreements
Experience with workforce planning, capacity management, forecasting, and budget accountability
Strong background in quality management, demonstrated ability to drive operational improvements, productivity gains, and customer experience outcomes
Proven success managing third-party vendor performance through KPIs, SLAs, scorecards, and governance processes
Experience developing training, certification, and performance management programs
Advanced problem-solving, analytical, and financial management skills, with the ability to develop strategies for operational improvements
Ability to plan and manage both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies
Excellent verbal and written communication skills, relationship management, and presentation skills
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
Respectful and outstanding leadership skills, ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment
Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality
Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel
Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack)

Benefits

Comp & perks

Reasonable accommodations for qualified individuals with documented disabilities to enable them to perform
Travel required, approximately 10% of the time, which may include overnight travel.