BPO and Partner Operations Lead

Responsibilities

About the Role
As the BPO and Partner Operations Lead , you will lead and grow a multi-disciplinary team focused on strengthening BPO and Partner Operations. You will design strategies, translate them into executable plans, and drive implementation in partnership with internal and cross-functional leaders. Your work will directly shape the support experience for our users and creators worldwide.

Responsibilities:
Partner Management (Partner-Facing Leadership)
- Serve as the senior point of contact for BPO partners, building strong, performance-driven relationships.
- Design and implement operational strategies to enhance efficiency, quality, and collaboration across sites.
- Ensure all partner operations meet compliance, data privacy, and regulatory standards.
- Identify issues, align stakeholders, and drive execution in a fast-changing environment.
Workflow & Performance Ownership (Operational Execution)
- Own end-to-end workflows managed by the partnership team to deliver best-in-class user and creator support.
- Monitor KPIs and implement strategies to enhance support efficiency and satisfaction.
- Lead a team of partner managers, implementation managers, and quality specialists - driving engagement, development, and performance.
- Collaborate with cross-functional teams (product, training, quality, engineering) to ensure user-centric policies and processes.
- Foster a culture of continuous improvement, staying ahead of industry trends and best practices.

Qualifications

Minimum Qualifications:
- 5+ years of experience leading vendor management or BPO operations in a multi-site/global environment.
- Solid and extensive experience in Customer Service, E-commerce industry
- At least 5 years in a leadership role managing both ICs and managers.
- Strong experience driving strategic programs while executing at a tactical level.
- Background in technology, with proven ability to adapt quickly and exercise sound judgment.

Preferred Qualifications:
- Track record managing outsourced service providers at scale.
- Strong diversed awareness and empathy for users across diverse markets.
- Familiarity with social media challenges, regulatory sensitivities, and crisis management.