Director, Business Process Outsource Operations

3M•Maplewood, MN

22h•Onsite

About The Position

The person hired for this position will serve as the leader for all outsourced business services delivered through the organization’s BPO partners, ensuring effective performance, governance, and alignment with Global Business Services objectives. This role is responsible for overseeing the performance, governance, and strategic alignment of the organization’s Business Process Outsourcing (BPO) partners within 3M Global Business Services (GBS). It ensures that vendor delivered services meet operational expectations, comply with business requirements, and support continuous improvement. The position serves as the primary business interface with BPO partners, driving efficiency, consistency, and service quality across supported functions. As a Business Process Outsource Director you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative people around the world.

Requirements

Bachelor’s degree or higher in business, engineering, supply chain, technology, or operations (completed and verified prior to start)
Twelve (12) years of progressive leadership experience in a private, public, government, or military environment in shared services, BPO operations, service delivery, or global business operations in a private, public, government or military environment.
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Nice To Haves

Master's degree (preferred)
Demonstrated expertise in vendor governance, performance management, and operational risk oversight.
Strong background in digital transformation, including automation, analytics, and AI‑enabled process improvement.
Proven leadership skills with the ability to influence senior stakeholders and manage cross‑functional teams.
Experience leading BPO operations in a Global Capability Center or Global Business Services environment.
Familiarity with global contracts, commercial models, and multi‑vendor ecosystems.
Background in Lean, Six Sigma, or continuous improvement methodologies.
Experience driving large‑scale transformation or technology‑enabled operating model redesign.

Responsibilities

Leads governance and relationship management with BPO vendors to ensure delivery performance, service quality, and alignment with business and digital transformation objectives.
Supports contract execution by monitoring compliance with service level expectations, escalation protocols, risk controls, and commitments related to automation, analytics, and AI enablement.
Drives operational effectiveness by partnering with internal stakeholders and BPO teams to optimize processes, standardize service delivery, and embed digital and AI capabilities where beneficial.
Implements performance management routines, including business reviews, performance reporting, issue resolution mechanisms, and corrective action plans that account for both operational and technology-driven improvements.
Coordinates long-term capability development by fostering innovation, scalability, and technology adoption with BPO partners to strengthen overall service excellence and digital maturity.
Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.
Safety is a core value at 3M. All employees are expected to contribute to a strong Environmental Health and Safety (EHS) culture by following safety policies, identifying hazards, and engaging in continuous improvement.