Offshore BPO Operations Manager
About The Position
We are looking for a results-driven, customer service oriented leader with a passion for operational excellence and cross functional collaboration. As the Offshore BPO Operations Manager, you will oversee our offshore vendor partners, ensuring seamless delivery of customer service operations aligned with Figure’s quality standards, regulatory expectations, and performance goals. This role is ideal for someone who leads with accountability, thrives in a fast paced environment, and brings a strategic mindset to vendor relationship management. Your ability to foster alignment, improve efficiency, and drive performance will be key to ensuring our offshore teams deliver exceptional service at scale. You’ll play a critical role in scaling our support capabilities, ensuring our customers have a consistent, secure, and high quality experience no matter where they engage from.
Requirements
- BA/BS from an accredited university (preferred).
- 2+ years of leadership experience, with a focus on call center or customer operations.
- 1+ years of experience managing third-party vendors or offshore BPO operations.
- Strong background in performance management, service delivery, and SLA enforcement.
- Excellent communication, negotiation, and vendor engagement skills.
- Experience navigating compliance, data security, and regulatory frameworks in an operational setting.
- Ability to travel internationally.
- A proactive and strategic mindset with strong problem solving skills.
- A collaborative, values driven leader who fosters trust, accountability, and partnership.
Nice To Haves
- Previous experience in financial services, mortgage, or tech support preferred.
Responsibilities
- Own and manage relationships with offshore BPO partners, ensuring clear alignment on performance goals, operational expectations, and contract terms.
- Conduct regular business reviews, performance check-ins, and site visits to build trust and drive accountability.
- Monitor BPO partner performance through metrics like handle time, SLA adherence, quality scores, CSAT, and compliance. Identify gaps and partner with vendor leadership to implement solutions that drive continuous improvement and service consistency.
- Oversee daily operations across multiple BPO locations to ensure seamless, compliant, and scalable customer service delivery. Ensure consistency in process execution, workforce management, and adherence to internal policies and procedures.
- Collaborate with internal teams including Workforce Management, QA, Training, Compliance, Financial Crimes, Credit, and Partnerships to ensure vendor performance supports company goals. Provide operational insights to inform staffing models, forecasting, and training needs.
- Identify inefficiencies across offshore operations and implement process improvements to enhance efficiency, reduce cost, and maintain a high-quality customer experience.
- Ensure all offshore operations align with regulatory requirements, data privacy laws, and internal compliance policies.
- Manage escalations effectively, including security incidents, operational disruptions, or performance concerns.
- Travel periodically to offshore vendor sites to conduct operational reviews, lead in-person planning sessions, and strengthen vendor relationships.
Benefits
- Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
- Company HSA, FSA, Dependent Care, 401k, and commuter benefits
- Employer-funded life and disability insurance coverage
- 11 Observed Holidays & PTO plan
- Up to 12 weeks paid family leave
- Continuing education reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
