Senior Manager BPO Operations (US) 

The Senior Manager, BPO Operations, will own the day-to-day performance of the offshore support function for a fast-paced, AI-driven EdTech.  With their deep experience managing offshore or nearshore BPO vendor relationships in a SaaS or tech-enabled services environment,  they 

  • Serve as the primary operational point of contact for the BPO vendor, managing the day-to-day performance of a 10-person dedicated support team
  • Own SLA performance tracking across first response time, resolution time by priority tier (P1–P4), CSAT, FCR, escalation rate, and QA score
  • Act as the operational owner of AI-assisted support tools: response co-pilots, auto-tagging, sentiment detection, and knowledge base surfacing
  • Ensure FERPA and COPPA compliance across all vendor operations: agent training certification, least-privilege data access, audit log oversight, and incident notification protocols

 

Requirements:

  • 5+ years managing offshore or nearshore BPO vendor relationships in a SaaS or tech-enabled services environment, including SLA governance and vendor performance management
  • Proven track record running QA frameworks, calibration cadences, and agent performance management for contractor teams you don’t directly employ
  • Experience owning support operations reporting: daily summaries, weekly performance reports, monthly SLA analysis, and QBR facilitation
  • Comfortable navigating matrix organizations 
  • Experience in K–12 EdTech or assessment preferred
  • Experience deploying or managing AI-assisted support tooling preferred

 

Location:  US Remote

Salary: $125-$130K +  benefits

Job Category: Technology
Job Type: External
Job Location: United States
Job Market: K-12

Apply for this position

Allowed Type(s): .pdf, .doc, .docx
Category
'); iframeDoc.close();const iframeSummary = summary.cloneNode(true); iframeSummary.style.display = 'block'; iframeDoc.body.appendChild(iframeSummary); if (!iframeSummary) { throw new Error('No PDF summary found in isolated iframe.'); }const pageElements = Array.from(iframeSummary.querySelectorAll('.pdf-page')); if (!pageElements.length) { throw new Error('No PDF pages were found in isolated summary.'); } const images = Array.from(iframeSummary.querySelectorAll('img'));await Promise.all(images.map((img) => { if (img.complete) return Promise.resolve(); return new Promise((resolve) => { img.addEventListener('load', resolve, { once: true }); img.addEventListener('error', resolve, { once: true }); }); }));const pdf = new JsPdfCtor({ orientation: 'portrait', unit: 'px', format: [794, 1123], putOnlyUsedFonts: true, hotfixes: ['px_scaling'] });for (let i = 0; i < pageElements.length; i++) { const pageEl = pageElements[i]; const renderPageCanvas = async (el, useCors, removeBg) => { let target = el; if (removeBg) { target = el.cloneNode(true); target.style.position = 'fixed'; target.style.left = '-99999px'; target.style.top = '0'; const bgImage = target.querySelector('img'); if (bgImage) bgImage.remove(); target.style.background = '#ffffff'; document.body.appendChild(target); }try { return await html2canvasLib(target, { scale: 2, useCORS: useCors, allowTaint: false, backgroundColor: '#ffffff', scrollX: 0, scrollY: 0, width: 794, height: 1123, windowWidth: 794, windowHeight: 1123 }); } finally { if (removeBg && target && target.parentNode) { target.parentNode.removeChild(target); } } };let canvas; try { canvas = await renderPageCanvas(pageEl, true, false); // Throws if canvas is tainted canvas.toDataURL('image/jpeg', 0.98); } catch (pageErr) { canvas = await renderPageCanvas(pageEl, false, true); console.warn('PDF page fallback used (background not exported):', pageErr); }const imgData = canvas.toDataURL('image/jpeg', 0.98); if (i > 0) pdf.addPage(); pdf.addImage(imgData, 'JPEG', 0, 0, 794, 1123);const ctaLink = pageEl.querySelector('a[href="https://partnerinpublishing.com/contact-us/"]'); if (ctaLink && typeof pdf.link === 'function') { const pageRect = pageEl.getBoundingClientRect(); const linkRect = ctaLink.getBoundingClientRect(); const linkX = Math.max(0, linkRect.left - pageRect.left); const linkY = Math.max(0, linkRect.top - pageRect.top); const linkW = Math.max(1, linkRect.width); const linkH = Math.max(1, linkRect.height); pdf.link(linkX, linkY, linkW, linkH, { url: 'https://partnerinpublishing.com/contact-us/' }); } }const pdfBlob = pdf.output('blob'); const blobUrl = URL.createObjectURL(pdfBlob); const link = document.createElement('a'); link.href = blobUrl; link.download = 'EdTech-Growth-Checklist.pdf'; link.style.display = 'none'; document.body.appendChild(link); link.click(); setTimeout(() => { URL.revokeObjectURL(blobUrl); link.remove(); }, 1500); } catch (err) { console.error('Error al generar PDF:', err); const msg = (err && err.message) ? err.message : 'Unknown error generating PDF.'; alert('No se pudo descargar el PDF. Revisa consola para detalle técnico.\n' + msg); } finally { if (pdfIframe && pdfIframe.parentNode) { pdfIframe.parentNode.removeChild(pdfIframe); } summary.style.display = 'none'; btn.textContent = 'Download Full Report'; } });}btnNext.addEventListener('click', () => { if (currentStep < categories.length - 1) { currentStep++; renderStep(); } else { calculateResult(); } });btnBack.addEventListener('click', () => { if (currentStep > 0) { currentStep--; renderStep(); } });renderStep(); });

Social Media Strategy

From CEO thought leadership to brand engagement, this guide shows how to turn scrolls into sales.

Website Content & SEO

Your site is your handshake—learn how to structure messaging that drives conversions.

Video Marketing

Boost trust, engagement, and leads with video content that converts.

Strategic Copywriting

Great copy converts. Download this guide to see how messaging impacts every touchpoint—from email to website.