Manager, BPO & Operations

Henry Schein

About The Position

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together. Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we! If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you! JOB OVERVIEW: This position is responsible for end to end operational management of the overseas BPO calling program that supports insurance eligibility workflows with potential to expand into other areas. This role will be responsible for hiring, onboarding, training, production oversight, quality assurance, vendor governance, reporting, financial controls, and cross functional escalation relating to the BPO program. The role ensures consistent service level performance despite limited product/engineering enablement.

Requirements

Proven experience managing offshore teams in a high-volume operational environment
Strong operational leadership skills, including hiring, onboarding, training, and performance management
Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy
Hands-on experience with daily production oversight, service levels, throughput, and quality metrics
Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times
Experience conducting quality assurance, delivering structured feedback, and maintaining calibration
Ability to partner cross-functionally with Product, Engineering, BI, and Support teams
Strong analytical skills with experience using operational metrics, reports, and dashboards
Excellent communication skills and ability to manage escalations with customers, partners, and internal teams
Demonstrated ability to build and maintain SOPs, training materials, and operational processes
Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 3 or more years of management experience.

Nice To Haves

Familiarity with insurance eligibility workflows, payer requirements, or dental/medical RCM
Knowledge of Domo, Power BI, Tableau, or similar BI tools
Experience with CXOne/NICE, Mango Voice, or similar contact center systems
Experience building interim manual reporting and operational dashboards
Background in improving cross-functional processes tied to product capabilities
Experience reducing operational cost-per-request or implementing automation within BPO workflows
Prior experience supporting customer audits or partner reviews
Familiarity with ticketing or CRM platforms (e.g., Salesforce, Jira)

Responsibilities

Program Management (People + Process) Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs.
Eligibility Program Ownership Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements. Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows.
Daily Operational Management Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment. Provide real time operational and payer nuance support. Monitor production counts and proactively identify dips or spikes.
Production & Throughput Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps. Adjust operating procedures and staffing guidance to protect turnaround times. Lower the overall cost per request by improving efficiency.
Quality Assurance & Coaching Conduct QA checks for agents and refine / scale QA process Document quality outcomes and provide structured feedback and coaching. Ensure calibration and consistency as the team scales.
Vendor Governance & Financial Controls Manage day to day BPO/EOR vendor performance, staffing, compliance, and billing. Approve hours, bonuses, staffing updates, and perform line by line invoice reviews. Maintain discrepancy management and robust prevention controls.
Cross Functional Partnership Provide consistent feedback and upgrade requests to product leadership. Collaborate with Engineering and Business Intelligence to improve reporting and tooling Build interim manual reporting when dashboards are unavailable. Interact directly with Product to ensure operational processes align with product capabilities and evolving customer needs.
Customer & Partner Interaction Extract and package partner specific data as requested and maintain readiness for partner audits/reviews. Engage with customer offices and partners to resolve high impact issues, provide operational clarity, and ensure expectations are met.
Monitoring & Operational Health Track queue health, ticket quality, staffing coverage, and productivity lost to hold times. Assist with escalations including payer outliers and office specific issues that could affect satisfaction or retention. Oversee daily operational load across production, training, QA, invoicing, and updates