Senior Manager, BPO Operations

About the Role

The Senior Manager, BPO Operations is the operational leader responsible for managing the day-to-day delivery of TreviPay’s outsourced customer experience through our external BPO partner. This role ensures that every outsourced interaction reflects TreviPay’s commitment to quality, consistency, and a world-class customer experience. Reporting to the VP, Three Rivers Customer Experience, this leader owns the operational rhythm of the BPO relationship: SLA performance, quality oversight, workforce coordination, escalation management, and continuous improvement.

Responsibilities

• Serve as the primary operational point of contact with the BPO partner, managing the day-to-day delivery relationship across all service lines (Customer Support, Accounts Receivable/Collections, Unapplied Cash).
• Own the operational rhythm: weekly business reviews, monthly performance reviews, quality calibrations, and escalation management.
• Monitor and enforce SLA performance, accuracy, and quality standards. Identify trends, surface risks early, and drive corrective action.
• Ensure compliance with BPO contract terms, including service commitments, reporting obligations, change controls, and commercial provisions. Track and flag any deviations proactively.
• Manage workforce coordination with the BPO partner, including staffing levels, scheduling, attrition tracking, and capacity planning to meet volume demands.
• Lead quality oversight efforts in partnership with TreviPay’s Center of Excellence, ensuring the BPO partner delivers service consistent with TreviPay’s standards and customer expectations.
• Manage escalations between TreviPay and the BPO partner, driving timely resolution and root cause analysis.
• Support the VP in evaluating BPO contract performance, resource utilization, and cost effectiveness. Provide data and recommendations for strategic decisions.
• Participate in BPO contract renewal negotiations, representing operational performance and requirements.
• Partner cross-functionally with internal teams to ensure smooth onboarding of new clients and a connected customer experience.
• Benchmark contract terms/SLAs against industry norms, recommending adjustments to keep the agreement current and competitive.
• Lead and develop a small internal team of delivery analysts and service excellence specialists.
• Drive continuous improvement initiatives to enhance productivity, reduce defects, and improve the customer journey.
• Prepare and present operational performance reports to leadership, translating data into clear narratives.
• Champion a customer-first culture within the outsourced operation, balancing efficiency with empathy.

Qualifications

• 7+ years in operations leadership, with experience managing outsourced or BPO partner relationships, including vendor performance management, SLA enforcement, and quality oversight.
• Bachelor’s degree in business, operations, finance, or related field.
• Strong background in customer support, order-to-cash, or accounts receivable operations, preferably in B2B payments or fintech.
• Experience managing operational rhythms (WBRs, QBRs, performance reviews) and driving accountability through data.
• Experience with workforce planning, capacity management, and staffing optimization in an outsourced model.
• Understanding of process improvement methodologies (Lean, Six Sigma) and digital enablers.
• Proven ability to manage vendor relationships and hold partners accountable, including difficult conversations.
• Analytical mindset with ability to translate data into actionable insights.
• Demonstrated management skills in leadership, communication, and time management.
• Advanced skills with Microsoft products.

Personal Characteristics

• Cares about TreviPay customers and keeps them top of mind.
• Models company values: Tenacity, Empathy, and Ingenuity.
• Operationally disciplined with a bias for action and follow-through.
• Strong communicator who presents performance narratives with clarity and confidence.
• Collaborative partner who builds trust across teams and with vendors.
• Detail-oriented while maintaining a big-picture perspective.
• Comfortable with ambiguity and able to drive structure.
• Professional demeanor with a positive influence on others.
• Willingness to travel as needed.

Benefits

• Competitive salary
• Paid parental leave
• Generous paid time off
• Medical, dental, vision, FSA, Life/AD&D, long and short-term disability
• 401K matching
• Employee referral program

TreviPay is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants. Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact [email protected] to request an accommodation.