[Remote] Senior Outsourced Operations Manager

Note: The job is a remote job and is open to candidates in USA. BILL is a rapidly growing Fintech company focused on empowering businesses through innovative financial automation tools. The Senior Outsourced Operations Manager will manage the operational performance of product lines across multiple BPO sites, ensuring adherence to KPIs and enhancing the customer experience through effective relationship management and operational improvements.ResponsibilitiesManage the operational performance of multiple product lines at multiple BPO site through building and maintaining effective relationships with operational site leadershipDemonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence, staffing models, and agent technology suites, while gaining a functional understanding of product lines to contextualize customer issuesBe a Champion of BILL culture cross-functionally through actively embodying BILL values, enhancing engagement, and facilitating culture-building activitiesDevelop expertise in the agent technology suite including Five9, Salesforce, Google Suite, etcSet clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standardsRegularly review performance metrics to identify areas where performance does not meet expectationsImplement site performance improvement plans when necessary including clear expectations and timelines for improvementLead regular meetings such as Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR), and actively participate in Quarterly Business Reviews (QBR)Analyze customer feedback scores, efficiency data, open case reports and other relevant metrics to pinpoint specific areas needing improvementEnsure that all product updates are communicated effectively to BPO leadership and employees, and validate all required trainings are completed within established SLAsProactively identify leading indicators for an improved customers experience and lead projects to implement these changes at scaleEngage in cross-functional strategic discussions and planning sessions that align with the broader operational goalsIdentify operational gaps in the representative life-cycle or site management and lead the creation and implementation of standardized SOPs to ensure consistency across sitesIn partnership with Workforce Management, set clear expectations around headcount needs for BPO partnersProactively seek feedback and training opportunities consistently and effectively provide feedback to your peersActively participate in UAT and Beta projects to drive improvements for BPO teamsParticipate in team meetings and contribute positively to team cultureProvide feedback on content gaps and additional training resource needs for frontline representatives and participate in the creation of these resourcesPartner with cross-functional teams on multi-department projects, driving increased impactParticipate in and lead team culture building activities and programsParticipate in the assessment and review of department and team SOPs that impact BPO partners in partnership with the content teamPartner with cross-functional teams on multi-department projects and lead specific efforts within these projectsDrive BILL culture across the CARE team including leading and participating in culture building programs and activitiesAlways aim to be solution-oriented, take ownership and demonstrate accountabilityPlan and participate in site visits with Outsourced Service Operations leadershipBe aware of and lead creating recommendations to improve the agent life-cycle at the BPO siteSkillsA high school diploma or GED5 years of experience in customer service operations3 years of experience in BPO industryDemonstrated ability to drive improvement in the customer experience using people, processes or technology to deliver outcomesExperience using data to drive insights and recommend changes for improvementStrong technical aptitude including Google Suite, Salesforce and call center telephony systemsStrong math and logic skills including basic algebraExcellent verbal and written communication skillsExcellent organizational skills including time management, goal setting and attention to detailFlexible and adaptable, with an ability to thrive in ambiguous situationsStrong attention to detail, organization and the ability to multi-taskStrong verbal and written communication skills including college level English proficiencyAbility to exercise sound judgement in all situationsAbility to travel globally up to 25% of the yearExperience in the Financial Services industryProject Management CertificationCOPC CertificationBenefits100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)HSA & FSA accountsLife Insurance, Long & Short-term disability coverageEmployee Assistance Program (EAP)11+ Observed holidays and wellness days and flexible time offEmployee Stock Purchase Program with employee discountsWellness & Fitness initiativesEmployee recognition and referral programsCompany OverviewBILL is a developer of financial automation software for small and midsize businesses (SMBs). It was founded in 2006, and is headquartered in San Jose, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.bill.com.