Global BPO Program Manager

Zoom

5d•Remote

About The Position

The Global Business Process Outsourcing (BPO) Program Manager is the owner of Zoom’s BPO Partner Program Globally. They will build and oversee the end-to-end performance, governance, and strategic enhancements of our BPO Partner Program globally. The candidate will ensure that we are listening to what our BPO Partners need, balance those needs with our business needs, during the program build, launch and then program management phases. You won’t be acting alone though; you’ll work with a cross functional team responsible for business development, channel account management, sales engineering and operations specifically focused on our BPO Partners in your day-to-day in this role. Before you read on, this role is ideal if you enjoy building programs, solving complex problems, you’re able to collaborate with cross functional teams and you want the opportunity to build something brand new for Zoom Partners. Please do not apply if you do not have BPO experience.

Requirements

Must have 6–10+ years of experience working for/with BPO’s globally
Must have 5+ years experience building partner programs
Must have 3+ years of experience specifically with BPO Partner Programs
Bachelor’s degree in Business, Operations, Management, or a related field
Strong interpersonal and team building skills; ability to work with a diverse team and influence/drive change across functional and business boundaries
Excellent communication skills, both verbal and written, and tactful diplomacy
Strong financial and operational acumen (you will need to be able to role up your sleeves).

Responsibilities

Build and launch a brand new Zoom BPO Partner Program for our partner community.
Develop a pricing and billing model (with support from cross functional teams) that enables the billing requirements of BPO’s.
Collaborate with global enablement to ensure Zoom Channel Teams and Zoom Partners are properly enabled on this program, and can effectively take advantage of it.
Identify risks, trends, and improvement opportunities for the BPO Program once launched
Maintain strategic BPO engagement in order to stay connected to the partner base, and their specific business needs
Manage partner issues, escalations, and own corrective action plans as related to our programs.
Collaborate with internal teams including Operations, IT, Finance, Legal, Procurement, HR, and Compliance as required to support your charter.
Translate business requirements into clear service delivery expectations
Provide executive-ready reporting, insights, and partner program recommendations
Establish, monitor and report on key performance indicators (“KPI”)