Senior Partner Manager
Owns governance and performance improvement for BPO partners, using operational data to diagnose issues, drive corrective actions, and improve member experiences. Requires 5+ years in customer experience, partner management, BPO operations, or related operational leadership.
About the job
Responsibilities
- Own performance governance for assigned BPO partners, including SLAs, quality, productivity, staffing adherence, operational efficiency, and member experience outcomes.
- Lead daily, weekly, and monthly partner performance reviews with metrics, action plans, owners, timelines, and expected business impact.
- Analyze operational performance trends, identify root causes, assess risks, and develop data-backed recommendations.
- Drive accountability with external partners by identifying performance gaps, aligning corrective actions, and ensuring sustained follow-through.
- Lead complex cross-functional initiatives from problem definition through execution, change management, and post-launch impact measurement.
- Partner with Disputes Experience, Complaints, Risk, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy teams to remove blockers and improve frontline execution.
- Prepare concise, executive-ready updates covering frontline performance, member impact, risks, tradeoffs, and recommended next steps.
Requirements
- 5+ years of experience in Customer Experience, partner or vendor management, BPO operations, or a related operational leadership role.
- Direct experience managing BPO partners, ideally in financial services or another highly regulated environment.
- Experience owning partner performance across SLAs, quality, productivity, staffing, operational efficiency, and member experience outcomes.
- Strong analytical, root-cause analysis, risk assessment, and recommendation-building skills.
- Experience leading complex cross-functional initiatives through execution, change management, and impact measurement.
- Strong influence, relationship-building, and communication skills, with the ability to drive alignment without direct authority.
- Sound business judgment, high ownership, autonomy, and comfort operating in ambiguity.
- Willingness to travel domestically and internationally approximately 25% of the time.
- Proficiency with Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools.
Nice-to-haves
- Experience in Complaints, Disputes, Escalations, Social Media support, Risk, or other specialized servicing environments.
Compensation and Benefits
- Base salary: $105,000-$145,000 annually.
- Full-time employees are eligible for a bonus, equity package, and benefits.
- Benefits include health, financial, and wellbeing programs; paid time off; parental leave; family planning reimbursement; commuter benefits; backup care; and an annual wellness stipend.
Skills
Bpo Operations, Partner Management, Vendor Management, Sla Management, Data Analysis, Root Cause Analysis, Risk Assessment, Change Management, Excel, Google Sheets, Looker, Google Slides, Jira
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