My previous boss' friend is hiring manager for this one. Not sure if anyone is interested, but happy to pass on your name if you do apply.
The Senior Manager, BPO Operations, will own the day-to-day performance of the offshore support function for a fast-paced EdTech start-up.
# 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
# Requirements:
* 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
Salary is $130k/year with a bonus
