Director, Business Process Outsource Operations

About the role

The person hired for this position will serve as the leader for all outsourced business services delivered through the organization’s BPO partners, ensuring effective performance, governance, and alignment with Global Business Services objectives.

Responsibilities

• Serve as the primary business interface with BPO partners, driving efficiency, consistency, and service quality across supported functions.
• Lead governance and relationship management with BPO vendors to ensure delivery performance, service quality, and alignment with business and digital transformation objectives.
• Supports contract execution by monitoring compliance with service level expectations, escalation protocols, risk controls, and commitments related to automation, analytics, and AI enablement.
• Drive operational effectiveness by partnering with internal stakeholders and BPO teams to optimize processes, standardize service delivery, and embed digital and AI capabilities where beneficial.
• Implement performance management routines, including business reviews, performance reporting, issue resolution mechanisms, and corrective action plans that account for both operational and technology-driven improvements.
• Coordinate long-term capability development by fostering innovation, scalability, and technology adoption with BPO partners to strengthen overall service excellence and digital maturity.

Requirements

• Bachelor’s degree or higher in business, engineering, supply chain, technology, or operations (completed and verified prior to start).
• Twelve (12) years of progressive leadership experience in a private, public, government, or military environment in shared services, BPO operations, service delivery, or global business operations in a private, public, government or military environment.

Qualifications

• Demonstrated expertise in vendor governance, performance management, and operational risk oversight.
• Strong background in digital transformation, including automation, analytics, and AI-enabled process improvement.
• Proven leadership skills with the ability to influence senior stakeholders and manage cross-functional teams.
• Experience leading BPO operations in a Global Capability Center or Global Business Services environment.
• Familiarity with global contracts, commercial models, and multi-vendor ecosystems.
• Background in Lean, Six Sigma, or continuous improvement methodologies.
• Experience driving large-scale transformation or technology-enabled operating model redesign.

Skills

• Tapped into your curiosity and collaborating with some of the most innovative people around the world.

Benefits

See details [here](https://www.3m.com/3M/en_US/careers-us/working-at-3m/benefits/).

Pay

The expected compensation range for this position is $250,000-290,000, USD which includes base pay and variable incentive pay, if eligible.

Schedule

This role follows an on-site working model, requiring the employee to work at least four days a week at the 3M Center in Maplewood, MN or other 3M office location.

Relocation

May be authorized.

Application Instructions

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).