Relationship and Operations Manager

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Turnitin

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plagiarism prevention • automated assessment and scoring • online grading • writing instruction • educational technology

501 - 1000

Description

• Manage overall quality of service delivery and daily operations through relationship management with the BPOs. • Focus on driving improvement in delivery management core processes, BPO performance and customer satisfaction. • Act as the main point of contact for the BPO and handle their day-to-day communication and requirements. • Define, develop, communicate and implement standard operating procedures and best practices for BPO execution. • Manage client and BPO expectations to ensure implementation and use of services are within the agreed scope and timeframe. • Manage BPO contract fulfillment from a day-to-day relationship and operational perspective. • Manage BPO staff onboarding, the proper use of all agent tools and offboarding in alignment with Turnitin’s security requirements. • Maintain a working knowledge of operational support requirements and expectations, across Turnitin product lines, to support all BPO teams and foster accountability. • Monitor quality of deliverables according to Turnitin’s expectations and standard operating procedures to ensure that the relevant KPIs are met. • Manage and supervise BPO performance in alignment with Turnitin’s objectives, adjusting milestones as needed to drive BPO and agent-specific performance. • Responsible for ensuring appropriate internal escalations are progressed with proactive and effective communication to minimize any impact. • Focus on improving quality through the use of calibrations, audits, and evaluation of performance scores to maintain operational compliance. • Lead improvement in BPO new hire and overall team performance through ongoing coaching, feedback, positive recognition, and the implementation of corrective action to course correct. • Review analytics and reports to address quality, performance and forecast concerns and opportunities. • Responsible for managing diverse cultural contexts to ensure the successful handling and productivity of all BPO relationships. • Produce supporting materials, including documentation and template plans for use by internal and external stakeholders involved in assessment delivery and reviewing services. • Identify and implement new strategies/policies/systems to improve the quality and efficiency of service delivery performance and accuracy. • Work cross-functionally with our CSMs and Product teams to continually improve performance and drive towards increased self-service and ticket deflection.

Requirements

• Bachelor’s degree or equivalent experience. • 3+ years of experience in managing nearshore/offshore teams. • Prior Vendor Management experience. • Experience gathering business and functional requirements with involved teams (including external partners). • Strong organizational and analytical skills. • Excellent written and verbal communication skills. • A passion for consistent and timely delivery and the personality to overcome any obstacle associated with the ability to work individually or as part of a team. • Highly data-driven with a commitment to process. • The ability to thrive in a fast-paced, dynamic and always changing environment.

Benefits

• Health Care Coverage* • Education Reimbursement* • Competitive Paid Time Off • 4 Self-Care Days per year • National Holidays* • 2 Founder Days + Juneteenth Observed • Paid Volunteer Time* • Charitable contribution match* • Monthly Wellness or Home Office Reimbursement/* • Access to Modern Health (mental health platform) • Parental Leave* • Retirement Plan with match/contribution*