FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Senior Manager, BPO Operations
TreviPaySenior Manager overseeing BPO customer experience operations for TreviPay's global B2B payments and invoicing network. Managing SLAs, workforce coordination, quality, escalations, and continuous improvement.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in operations leadership, managing outsourced customer experience, and vendor performance management. Proficient in process improvement methodologies and capable of translating operational data into actionable insights.
Highest-signal resume keywords
Operations LeadershipBPO Partner Relationship ManagementSLA EnforcementProcess Improvement MethodologiesVendor Performance Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support OperationsOrder-To-Cash ManagementCapacity ManagementWorkforce PlanningLean MethodologySix SigmaData AnalysisPerformance Review ManagementQuality OversightContract Compliance
Soft Skills
LeadershipCommunicationTime ManagementCoachingContinuous Improvement
Tools & Technologies
Microsoft Suite
Industry Keywords
B2B PaymentsFintechOperational PerformanceCustomer ExperienceService Level Agreement
About the role
Key responsibilities & impact- Manage day-to-day delivery of TreviPay's outsourced customer experience through its external BPO partner
- Serve as the primary operational point of contact across Customer Support, Accounts Receivable/Collections, and Unapplied Cash service lines
- Own weekly business reviews, monthly performance reviews, quality calibrations, and escalation management
- Monitor and enforce SLA performance, accuracy, and quality standards
- Identify trends, surface risks, and drive corrective action
- Ensure compliance with BPO contract terms, reporting obligations, change controls, and commercial provisions
- Coordinate staffing levels, scheduling, attrition tracking, and capacity planning with the BPO partner
- Lead quality oversight in partnership with TreviPay's Center of Excellence
- Manage escalations, timely resolution, and root cause analysis
- Support evaluation of BPO contract performance, resource utilization, cost effectiveness, staffing models, unit economics, and service mix
- Participate in BPO contract renewal negotiations
- Partner with Account Management, Product, Quality, Training, AR, and Project Management on client onboarding and customer experience
- Benchmark SLA and contract terms against industry norms
- Lead and develop a small internal team of delivery analysts and service excellence specialists
- Coach associates and emerging leaders through feedback and career pathing
- Drive continuous improvement to enhance productivity, reduce defects, and improve the customer journey
- Prepare and present operational performance reports to the VP and leadership
- Champion a customer-first culture within the outsourced operation
Requirements
What you’ll need- 7+ years in operations leadership
- Demonstrated experience managing outsourced or BPO partner relationships, including vendor performance management, SLA enforcement, and quality oversight
- Bachelor's degree in business, operations, finance, or related field
- Strong background in customer support, order-to-cash, or accounts receivable operations, preferably within a B2B payments or fintech environment
- Demonstrated experience managing operational rhythms, including WBRs, QBRs, and performance reviews
- Experience with workforce planning, capacity management, and staffing optimization in an outsourced delivery model
- Strong understanding of process improvement methodologies, including Lean and Six Sigma, and digital enablers
- Proven ability to manage vendor relationships and hold partners accountable for results
- Analytical mindset with ability to translate operational data into actionable insights and clear recommendations
- Demonstrated management skills, including leadership, communication, and time management, with a focus on continuous improvement
- Advanced skills with the suite of Microsoft products
- Willingness to travel as needed
Benefits
Comp & perks- Competitive salary
- Paid parental leave
- Generous paid time off
- Medical, dental, and vision insurance
- FSA
- Life/AD&D insurance
- Long-term and short-term disability insurance
- 401(k) matching
- Employee referral program
- Reasonable accommodation for individuals with disabilities during the application and/or interview process