Relationship and Operations Manager

November 7

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

501 - 1000

Description

• Manage the overall quality of service delivery and daily operations. • Drive improvement in delivery management core processes and BPO performance. • Act as the main point of contact for the BPO. • Define and implement standard operating procedures for BPO execution. • Manage client and BPO expectations; ensure services are delivered within the agreed scope. • Onboard and guide BPO staff in using agent tools per security requirements. • Monitor quality of deliverables to meet KPIs. • Responsible for managing diverse cultural contexts for BPO relationships. • Identify and implement new strategies to improve service delivery performance.

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. • Highly data-driven with a commitment to process. • Ability to thrive in a fast-paced, dynamic and always changing environment.

Benefits

• 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