Senior Manager, BPO Operations

Rocket Money•Washington, DC

22h•$100,000 - $130,000

About The Position

You will be responsible for all operational and business components of our BPO program - including SOPs, reporting, issue resolution, and vendor performance management Lead daily operational oversight and serve as the primary internal point of contact for all BPO partners Partner closely with Product, Engineering, Finance, and Ops leadership to align BPO operations with broader business priorities and drive cross-functional execution Build and maintain operational reporting, delivering performance insights and providing regular recommendations for improvement Design and implement process improvements that drive consistency, efficiency, and quality across all outsourced functions Conduct and refine QA programs with calibration sessions, agent feedback, and performance reviews to continuously raise output quality Constantly strive to improve team-level KPIs, holding vendors accountable to targets while identifying opportunities to optimize cost, quality, and throughput

Requirements

3+ years of experience in BPO Management, Business Operations, or Strategy
Proven experience managing remote vendor teams in a high-volume environment
Hands-on experience with daily production oversight and operational metrics
Ability to diagnose workflow inefficiencies and build practical solutions
Data fluency — comfortable building dashboards, reading trends, and presenting findings to senior stakeholders

Nice To Haves

Experience in fintech or financial services a plus

Responsibilities

responsible for all operational and business components of our BPO program - including SOPs, reporting, issue resolution, and vendor performance management
Lead daily operational oversight and serve as the primary internal point of contact for all BPO partners
Partner closely with Product, Engineering, Finance, and Ops leadership to align BPO operations with broader business priorities and drive cross-functional execution
Build and maintain operational reporting, delivering performance insights and providing regular recommendations for improvement
Design and implement process improvements that drive consistency, efficiency, and quality across all outsourced functions
Conduct and refine QA programs with calibration sessions, agent feedback, and performance reviews to continuously raise output quality
Constantly strive to improve team-level KPIs, holding vendors accountable to targets while identifying opportunities to optimize cost, quality, and throughput