Director - BPO Strategy & Operations

About Opendoor

Founded in 2014, Opendoor's mission is to empower everyone with the freedom to move. We believe the traditional real estate process is broken and our goal is simple: build a digital, end-to-end customer experience that makes buying and selling a home simple, certain and fast. We have assembled a dedicated team with diverse backgrounds to support more than 100,000 homes bought and sold with us and the customers who have selected Opendoor as a trusted partner in handling one of their largest financial transactions. But the work is far from over as we continue to grow in new markets. Transforming the real estate industry takes tenacity and dedication. It takes problem solvers and builders. It takes a tight knit community of teammates doing the best work of their lives, pushing one another to transform a complicated process into a simple one. So where do you fit in? Whether you're passionate about real estate, people, numbers, words, code, or strategy -- we have a place for you. Real estate is broken. Come help us fix it.

• 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

• 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

• Consulting experience
• Customer handling experiences
• Transition experience

• Chennai, India
• US working hours
• In Office at least 3 days a week