BPO Senior Director

NTT DATA Services•Plano, TX

23d•$179,000 - $179,000•Remote

About The Position

We are currently seeking a BPO Senior Director to join our team in Plano, Texas (US-TX), United States (US). We’re seeking an experienced BPO Sr. Director to lead the strategy, performance, and operational excellence. In this role, you will own the relationships with our BPO partners, drive exceptional customer experience, and ensure operational efficiency across multiple sites and geographies. This is a high-impact leadership position for someone who thrives in a fast-paced, data-driven, customer-focused environment. Must Live in Continental United States.

Requirements

8 years of leadership experience in BPO Leadership operations.
10 years of direct BPO Claims Operations Management
Bachelor’s degree
Proven track record managing large-scale outsourced teams (200+ FTE).
Strong vendor management, negotiation, and relationship-building expertise.
Excellent analytical, problem-solving, and data interpretation skills.
Experience managing KPIs, implementing performance improvements, and optimizing operations.
Exceptional communication and leadership abilities.
Enrollment Operations
Medial Claims
Must Live in Continental United States
New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process
All new hires will be required to successfully complete our FOI training class and demonstrate proficiency of the material.
Must Pass Drug screen
Must Pass a background check with Education check and employment verification check.
Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one’s personal dwelling or location.

Nice To Haves

Certifications in training or learning (e.g., ATD, CPTD, Six Sigma).
Experience with high-volume hiring and onboarding in BPO settings.

Responsibilities

Lead the strategy, governance, and day-to-day performance of our operations.
Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals.
Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance, and WFM accuracy.
Conduct regular business reviews, negotiate performance improvements, and implement corrective action plans.
Partner with Workforce Management, Quality, Training, and CX teams to ensure consistency of service delivery.
Use data analytics to identify trends, forecast needs, and drive continuous improvement.
Ensure compliance with internal standards, regulatory requirements, security protocols, and data privacy policies.
Support launches, workflow enhancements, and policy updates in collaboration with cross-functional teams.
Champion a culture of customer excellence across all BPO network partners.