Senior Outsourced Operations Manager (Card Operations)
About The Position
Join BILL as a Senior Outsourced Operations Manager and play a critical role in scaling our Virtual Card Operations across multiple BPO sites. As the payment delivery engine behind BILL’s Virtual Card products, our high-visibility team directly drives revenue growth, operational efficiency, and resiliency. In this impactful individual contributor (IC) role, you will serve as the operational backbone that turns high-level strategy into measurable outcomes. You will own site-level performance, establish robust operating rhythms, and drive vendor accountability while partnering closely with cross-functional leadership. By blending deep BPO/vendor management expertise with hands-on analytics, you will diagnose complex issues, standardize processes, and elevate the virtual card supplier experience at scale. If you are ready to keep a high-volume payment delivery system running flawlessly while shaping the future of our operations, we want to hear from you.
Requirements
- Bachelor's Degree in a quantitative field
- 3+ years working with cross functional stakeholders and managing their expectations
- An excellent ability to communicate to your audience, both up the organization and down to the nitty gritty technical details with analysts
- An innate understanding of what drives business value, and the ability to prioritize accordingly
- Experience applying best practices to increase operational efficiency and resiliency
- 3+ years of experience working with SQL
- 1+ years of working with Python
- Experience with coding best practices and version control software
- Experience working with data visualization software such as Tableau
Responsibilities
- Drive operational performance across multiple BPO sites, building trusted relationships with site leaders and holding partners accountable to KPIs and virtual card metrics.
- Develop and run a rigorous operating cadence: lead Weekly and Monthly Business Reviews and contribute to Quarterly Business Reviews to surface insights and track improvements.
- Analyze dashboards, feedback, and escalations to pinpoint gaps; design and execute site-level performance improvement plans with clear owners and timelines.
- Standardize and maintain SOPs for card operations to ensure consistency across locations; proactively identify and close process and training gaps.
- Partner with Workforce Management to forecast and align headcount needs, ensuring the right staffing models and adherence to contracts.
- Translate product and process changes into action for BPO teams: communicate updates, verify training completion, and drive UAT/adoption to secure performance at scale.
- Lead cross-functional initiatives that improve customer and virtual card experiences, from early indicators to full-scale rollout.
- Conduct on-site visits to deepen relationships, assess operational health, and accelerate improvement plans.
Benefits
- medical
- dental
- vision
- life and disability insurance
- 401(k) retirement plan
- flexible spending & health savings account
- paid holidays
- paid time off
- other company benefits
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
