Sr. Manager BPO Operations
USA (On-site)
Posted 2 months ago
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Job Description
The Senior Manager, BPO Operations will
- Serve as the primary operational point of contact for the BPO vendor, managing the day-to-day performance of a 10-person dedicated support team
- Own SLA performance tracking across first response time, resolution time by priority tier (P1–P4), CSAT, FCR, escalation rate, and QA score
- Act as the operational owner of AI-assisted support tools: response co-pilots, auto-tagging, sentiment detection, and knowledge base surfacing
- Ensure FERPA and COPPA compliance across all vendor operations: agent training certification, least-privilege data access, audit log oversight, and incident notification protocols
- 5+ years managing offshore or nearshore BPO vendor relationships in a SaaS or tech-enabled services environment, including SLA governance and vendor performance management
- Proven track record running QA frameworks, calibration cadences, and agent performance management for contractor teams you don’t directly employ
- Experience owning support operations reporting: daily summaries, weekly performance reports, monthly SLA analysis, and QBR facilitation
- Comfortable navigating matrix organizations
- Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk, Intercom, or equivalent)
- Practical familiarity with AI-assisted support tools or support workflow automation
- Experience with ChurnZero, Salesforce, or similar CS/CRM platforms
- Experience in K–12 EdTech or assessment preferred
- Experience deploying or managing AI-assisted support tooling preferred
Partner in Publishing
Partner in Publishing (PIP) is a full-service agency that provides EdTech companies and publishers with the marketing, sales, business development, and talent acquisition support they need to scale their products and services. Founded in 2007, PIP stands out among agencies and consultants for its decades of industry expertise, its robust network of educators and providers, and its ability to support both strategy and execution. From branding and messaging to design and strategy, our portfolio includes hundreds of successful projects and campaigns for industry giants such as Pearson Education, Chegg, McGraw Hill, Lego Education, VitalSource, Language Testing International and many other distinguished publishers and innovative technology companies.
