Director - BPO Strategy & Operations

Found in: Talent IN C2 - 3 weeks ago

Chennai, India Opendoor Full time
Role Responsibilities :
  • Manage Global BPO relationships for Opendoor
  • Work with stakeholders across the organization to ensure right sourcing of processes 
  • Manage BPO performance with accountability for center-specific operating metrics including: costs, service level agreements like quality and turnaround times, retention and similar performance indicators
  • Be the main contact for partner escalations and identify real and potential problems, provide resolutions, alternate solutions and risk mitigation plans
  • Become part of the negotiations of vendor contracts to prioritize goals and outline performance expectations; partner with Procurement team to provide clear recommendations for potential BPO relationships to support expected company growth and business continuity
  • Hold BPOs accountable to the established contract terms; when applicable suggest alternatives or ways to improve the the terms that benefit both Opendoor and BPO partners
  • Evaluate performance and provide feedback to partners 
  • Develop recurring assessment for each BPO site through report analysis, demonstration of internal technology, quality agreements and other related measurements
  • Audit BPO invoices to ensure accuracy and organize payments
  • Communicate tasks, decisions, and processes regarding operations and cross-departmental impacts to partners
  • Ensure cross channel quality through both remote monitoring and regular on-site visits to establish consistency of the Opendoor culture and brand expectations
  • Institute best practices by conducting process reviews and memorializing process improvements through documentation
  • Contribute to the continuous improvement mindset across functions
Skills Needed:
  • At least 10 years of experience Vendor Management or Managed End-to-End Operations for Mid Size Team (100 - 200 FTEs) 
  • Subject Matter Expert (SME) on all parts of the BPO relationship including contractual obligations, implementation and workflow transition, performance expectation management, and BPO strategic initiatives
  • Good understanding of financials, budgeting, working with invoices and enhancing corporate profitability (P&L)
  • Expertise in performance governance, change control, contact center management and handling BCP situations
  • Knowledge on COPC, ISO and Six Sigma is an added advantage
Bonus Points If:
  • Consulting experience
  • Customer handling experiences
  • Transition experience
Working Hours and Location:
  • Chennai, India 
  • US working hours
  • In Office at least 3 days a week


CHOOSE ONE:  #LI-Hybrid, #LI-SK1

 

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