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About the role
Key responsibilities & impact- Own and manage the relationship with our Business Process Outsourcer (BPO), ensuring alignment on performance, quality, and operational goals
- Define and execute the strategy for outsourced support, including vendor management, cost optimization, and long-term scalability
- Monitor and evaluate outsourced support performance, leveraging data to identify trends, surface insights, and drive continuous improvement
- Lead a team of agents responsible for handling member interactions, including high risk escalations
- Partner cross-functionally and collaborate with external vendors to ensure alignment on policies, processes, and tooling updates
- Serve as the central point of contact for high-priority escalations, driving timely resolution and maintaining clear communication with stakeholders
Requirements
What you’ll need- 5+ years of experience in customer support or operations, with 3+ years in leadership roles
- Proven experience managing Business Process Outsourcer (BPO) or equivalent vendor relationships
- Strong analytical and reporting skills, with the ability to translate data into actionable insights
- Demonstrated ability to coach, develop, and manage high-performing teams
- Excellent communication and stakeholder management skills, with experience working across internal teams and external partners
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Experience in a tech-enabled or digital health/mental health environment (preferred)
- Familiarity with AI-driven support tools (e.g., chatbots, automation, LLM-based support)
- Experience building or scaling support operations in a high-growth company (preferred)
- Familiarity with common support tools (e.g., Zendesk, Salesforce, QA platforms, analytics tools) (preferred)
Benefits
Comp & perks- base salary
- stock awards
- comprehensive healthcare coverage
- monthly wellness stipend
- retirement savings match
- lifetime Headspace membership
- generous parental leave
- more
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
vendor managementcost optimizationdata analysisreportingcoachingteam managementsupport operationsperformance evaluationcontinuous improvementhigh-risk escalation management
Soft Skills
communicationstakeholder managementorganizational skillscross-functional collaborationanalytical thinkingproblem-solvingleadershipteam developmentprioritizationadaptability