BPO Program Manager

Hyve Solutions • Greenville, SC

121d • $89,000 - $120,000

About The Position

We are seeking a highly motivated and experienced BPO Program Manager to lead the governance and optimization of our global Business Process Outsourcing (BPO) operations. This role will oversee BPO performance across multiple locations, ensure alignment with internal business unit needs, and drive continuous improvements in service quality, efficiency, and cost management. The ideal candidate will bring a strong background in outsourced service delivery, program governance, and stakeholder management. This position will be managing monthly spend across multiple BPO countries and 150+HC.

Requirements

• Bachelor’s degree in Business, Finance, Operations, or related field (MBA a plus).
• 5–8 years of experience in BPO/vendor management, shared services, or program/project management.
• Strong understanding of service delivery models and performance management in a multi-site, outsourced environment.
• Proven track record in managing cost optimization, chargebacks, and operational governance.
• Excellent communication, a team player, negotiation, and stakeholder management skills.
• Strong analytical and organizational capabilities; attention to detail and ability to drive results.
• Familiar with tools such as Excel, Power BI, or other data visualization/reporting platforms.

Nice To Haves

• Experience supporting Finance or back-office functions (e.g., P2P, R2R, reporting, customer support).
• Familiarity with working in a global, matrixed organization.
• Lean Six Sigma or process improvement certification a plus.
• Fluent in Mandarin is a big plus.

Responsibilities

• Own and manage the overall BPO program framework, including performance metrics, SLAs, risk tracking, and continuous improvement.
• Develop and execute governance routines with BPO partners and internal stakeholders to ensure delivery expectations are met or exceeded.
• Serve as the primary point of contact for BPO partners, managing day-to-day operations, escalations, and long-term relationship health.
• Align BPO capabilities with evolving business needs, support ramp-up/down planning, and maintain accountability for delivery outcomes.
• Review/Monitor monthly BPO spend and ensure accuracy of financial chargebacks to internal business units.
• Partner with Finance to support budgeting, forecasting, cost optimization, and reconciliation activities.
• Collaborate with business unit leaders, IT, and operations teams to ensure service delivery aligns with business goals.
• Facilitate new task transitions, system/process improvements, and documentation of business requirements.
• Identify risks and implement controls to ensure compliance with internal policies, data security, and regulatory standards.
• Maintain program documentation, SLA/KPI scorecards, and audit readiness.

Benefits

• Diversity and inclusion initiatives.
• Opportunities for professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees