Outsourcing and Performance Operations Manager
Starship Technologies
full-time
Posted on:
Location Type: Hybrid
Location: Tallinn • Estonia
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About the role
- Lead the strategic evolution of our outsourcing operations, driving performance excellence, quality optimisation, and customer experience enhancement across established outsourcing sites
- Build and own performance management frameworks from the ground up, including KPIs, SLAs, quality assurance programs, and continuous improvement initiatives
- Drive operational excellence by translating data into actionable insights, conducting root cause analysis, and implementing structured solutions
- Manage commercial relationships with BPO partners, including contract negotiations, renewals, capacity planning, and expansion discussions
- Scale operations strategically when growth demands it, and lead the establishment of new outsourcing sites
- Collaborate cross-functionally with Legal, Finance, HR, Product, and Operations teams to ensure alignment and operational success
- Influence and communicate effectively with senior leadership and external partners
Requirements
- 5+ years of experience in outsourcing operations, vendor management, service delivery, quality management, or operational excellence roles
- Hands-on experience building and running performance management frameworks, quality assurance, and continuous improvement programs
- Experience owning commercial discussions, including contract negotiation, renewals, and capacity expansions
- Demonstrated success scaling remote or distributed operations across multiple regions
- Experience collaborating cross-functionally with teams such as Legal, Finance, HR, Product, and Operations
- Strong analytical skills with the ability to translate data into action
- Ability to operate in ambiguity and build processes from scratch
- Comfortable influencing senior leaders and external partners
Benefits
- Opportunity to work on industry-leading self-driving delivery robot technology on a uniquely large scale, creating history and making things happen
- Immerse yourself in the world of technology and innovation
- Work with a strong inner burning and motivated team
- Learn from inspirational, talented team members across the globe
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance management frameworksKPIsSLAsquality assurance programscontinuous improvement initiativesroot cause analysiscontract negotiationcapacity planningoutsourcing operationsvendor management
Soft Skills
analytical skillsinfluencing senior leaderscommunicationcollaborationoperating in ambiguitybuilding processescustomer experience enhancementperformance excellencestrategic thinkingcross-functional collaboration