Sr. Manager BPO Operations 

The Senior Manager, BPO Operations, will own the day-to-day performance of the offshore support function for a fast-paced EdTech start-up.   

The Senior Manager, BPO Operations will  

  • 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  
  • Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk, Intercom, or equivalent) 
  • Practical familiarity with AI-assisted support tools or support workflow automation  
  • Experience with ChurnZero, Salesforce, or similar CS/CRM platforms 
  • Experience in K–12 EdTech or assessment preferred 
  • Experience deploying or managing AI-assisted support tooling preferred 

Salary: $125-$130K +  benefits 

Job Category: Sales
Job Type: External
Job Location: Remote / US

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