Senior BPO Program Manager

About the Role

As a Senior BPO Program Manager, you will take global ownership of the BPO Partner Program, ensuring its performance, robust governance, and continuous strategic improvements. This role requires balancing the needs of our BPO partners with our core business objectives across various program phases. Your ability to collaborate effectively with cross-functional teams, including business development and operations, will be crucial for driving success. This is an exceptional opportunity for an individual passionate about building impactful programs and resolving complex challenges for our valued partners.

Key Responsibilities

• Build and launch a comprehensive BPO Partner Program for our partner community.
• Develop a suitable pricing and billing model for BPOs with cross-functional support.
• Collaborate with global enablement teams to ensure effective program use by Zoom Channel Teams and Partners.
• Identify risks, emerging trends, and opportunities for improvement within the BPO Program post-launch.
• Maintain strategic engagement with BPO partners to deeply understand their business needs.
• Manage partner issues proactively and implement corrective action plans related to our programs.
• Work closely with various internal teams such as Operations, IT, Finance, and HR as required.
• Translate complex business requirements into clear, actionable service expectations.
• Provide executive-ready reporting, insightful analyses, and strategic recommendations for the partner program.
• Establish and continuously monitor key performance indicators (KPIs) to track program success.

Required Qualifications

• 6–10+ years of extensive experience working with BPOs globally.
• 5+ years of proven experience in successfully building partner programs.
• 3+ years of specific experience with BPO Partner Programs.
• A Bachelor’s degree in Business, Operations, Management, or a closely related field.
• Demonstrated strong interpersonal and team-building skills.
• Excellent communication abilities, both verbal and written, essential for global collaboration.
• Strong financial and operational analysis skills to drive informed decisions.

Benefits of Working with Us

• A comprehensive benefits package designed to support your physical, mental, and emotional health.
• Flexible working hours and a genuine commitment to fostering work-life balance.
• Significant opportunities for professional growth and continuous development.
• Active engagement in meaningful community contributions.

Why Apply Through Jobgether?

We leverage an AI-powered matching process to ensure your application for the Senior BPO Program Manager role is reviewed quickly, objectively, and fairly against the core requirements. Our system identifies the top-fitting candidates, and this curated shortlist is then shared directly with the hiring company. The final decision and subsequent steps (interviews, assessments) are managed by their internal team.

Key skills/competency

• BPO Partner Program Management
• Global Operations
• Cross-functional Collaboration
• Strategic Planning
• Financial Analysis
• Risk Management
• KPI Monitoring
• Partner Engagement
• Program Development
• Business Process Outsourcing