Vendor Operations Lead, CX

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the daily performance of BPO partners, monitoring outcomes against objectives and spearheading improvement initiatives.

• Act as the primary liaison between BPO partners and internal teams.

• Conduct regular meetings with BPO leadership to tackle challenges and enhance performance.

• Leverage data to uncover trends and root causes, developing actionable plans.

• Collaborate with cross-functional teams to foster the success of BPO partners.

• Develop and refine scalable processes and program structures.

• Contribute to the strategic planning of BPO operations for short, medium, and long-term goals.

• Assist in scaling patient-oriented programs that connect individuals to mental health care services.

• Enhance conversion rates, quality, responsiveness, and overall patient satisfaction.

⛳️ Requirements

• Minimum of 4 years of experience in contact center or customer experience operations.

• Strong comprehension of contact center/CX metrics, processes, and tools.

• Experience in managing BPO or outsourced teams.

• Capability to cultivate respectful partnerships while ensuring accountability for results.

• Analytical skills to discern performance trends, root causes, and necessary actions.

• Proven history of operational improvement and establishing structure in previously unstructured environments.

• Commitment to operational excellence in a rapidly changing environment.

• A quiet, private workspace with high-speed internet access.

• Authorization to work in the United States for any employer.

• Bonus: experience in managing BPO teams in sales, conversion, or retention roles.

🏝️ Benefits

• Equity.

• Comprehensive health and wellness benefits.

• Retirement savings plan.

• Remote work opportunities across the United States.

• Option to work from Headway offices located in New York City or San Francisco.

• Reasonable accommodations available for individuals with disabilities.