Manager, BPO (Business Process Outsourcing)

Dollar Tree • Chesapeake, VA

5d

About The Position

The BPO Manager is a strategic and operational leader responsible for managing the performance, governance, and value realization of third-party outsourcing partners that deliver services across multiple functions (e.g., Finance, HR, IT, etc.) within Family Dollar. This role ensures outsourced operations meet performance, quality, cost, and compliance expectations while driving continuous improvement and alignment with Family Dollar’s business objectives. The ideal candidate brings strong vendor and project management expertise, cross-functional collaboration skills, and a data-driven mindset to optimize outsourced service delivery at scale across multiple geographies and business functions.

Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, Information Systems, or related field.
• 5–8+ years of experience in BPO management, vendor management, operations, project management or shared services.
• Proven experience managing large, complex third-party vendors across multiple functions or geographies.
• Strong understanding of SLAs, KPIs, contract governance, and service delivery models.
• Excellent analytical, problem-solving, and stakeholder management skills.
• Ability to influence senior internal and external stakeholders and manage competing priorities in a fast-paced environment.

Nice To Haves

• Experience in retail, consumer services, or large-scale enterprise environments.
• Familiarity with managing global delivery teams and offshore, nearshore, and onshore delivery models.
• Experience supporting digital transformation, automation, or process reengineering initiatives.
• PMP, Six Sigma, Lean, or similar certifications a plus.

Responsibilities

• Vendor Management & Governance Serve as the primary relationship owner for assigned BPO partners
• Establish and manage governance frameworks, operating cadences, escalation paths, and communication models.
• Lead regular business reviews (weekly, monthly, quarterly) to assess performance, risks, and opportunities.
• Ensure vendors adhere to contractual obligations, SLAs, KPIs, compliance standards, and data security requirements.
• Performance & Service Delivery Define, track, and analyze performance metrics across cost, quality, productivity, customer experience, and SLA attainment.
• Proactively identify performance gaps, enforce accountability, and lead corrective action plans with vendors through governance and escalation structure.
• Drive consistency, standardization, and efficiency targets across outsourced processes while allowing flexibility for business needs.
• Ensure business continuity and operational resilience across outsourced services.
• Cross-Functional Partnership Translate business requirements into clear, actionable scope and expectations for BPO partners.
• Act as a bridge between internal teams and vendors to ensure alignment, transparency, and accountability across enterprise priorities and transformation initiatives.
• Partner with internal stakeholders across operations, IT, finance, HR, supply chain, store operations, and customer support.
• Financial & Contract Management Manage vendor budgets, invoicing, and cost controls to ensure value realization and spend optimization.
• Support contract negotiations, renewals, amendments, and RFP processes in collaboration with Procurement and Legal.
• Identify incremental opportunities for cost savings, productivity gains, and service enhancements.
• Continuous Improvement & Transformation Drive process optimization, automation, and transformation initiatives within outsourced operations.
• Leverage benchmarking, best practices, and industry trends to improve service delivery models.
• Support transitions, migrations, and scaling of work between internal teams and BPO partners.
• Validate vendors on productivity assumptions, staffing models, and delivery efficiency to drive continuous improvement.
• Risk, Compliance & Controls Ensure outsourced processes comply with company policies, regulatory requirements, and audit standards.
• Identify and mitigate operational, financial, and reputational risks associated with third-party service delivery.
• Partner with Internal Audit, Security, and Compliance teams as needed.
• Oversee knowledge transfer and transition of services from process owners to BPO partners.
• Track readiness and remove roadblocks to ensure successful go-live of outsourced processes.

Benefits

• We're invested in your health and wellness. That’s why we invest in perks, programs, and resources that help you at every stage of your life and career.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees