Senior Outsourced Service Operations Manager

BILL•Draper, UT

About The Position

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Make your impact within a rapidly growing Fintech Company

Requirements

A high school diploma or GED
5 years of experience in customer service operations
3 years of experience in BPO industry
Demonstrated ability to drive improvement in the customer experience using people, processes or technology to deliver outcomes
Experience using data to drive insights and recommend changes for improvement
Strong technical aptitude including Google Suite, Salesforce and call center telephony systems
Strong math and logic skills including basic algebra
Excellent verbal and written communication skills
Excellent organizational skills including time management, goal setting and attention to detail
Flexible and adaptable, with an ability to thrive in ambiguous situations
Strong attention to detail, organization and the ability to multi-task
Strong verbal and written communication skills including college level English proficiency
Ability to excercise sound judgement in all situations
Ability to travel globally up to 20% of the year

Nice To Haves

Experience in the Financial Services industry
Project Management Certification
COPC Certification

Responsibilities

Manage the operational performance of multiple product lines at multiple BPO site through building and maintaining effective relationships with operational site leadership
Demonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence, staffing models, and agent technology suites, while gaining a functional understanding of product lines to contextualize customer issues.
Be a Champion of BILL culture cross-functionally through actively embodying BILL values, enhancing engagement, and facilitating culture-building activities
Develop expertise in the agent technology suite including Five9, Salesforce, Google Suite, etc.
Set clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standards
Regularly review performance metrics to identify areas where performance does not meet expectations
Implement site performance improvement plans when necessary including clear expectations and timelines for improvement
Lead regular meetings such as Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR), and actively participate in Quarterly Business Reviews (QBR)
Analyze customer feedback scores, efficiency data, open case reports and other relevant metrics to pinpoint specific areas needing improvement
Ensure that all product updates are communicated effectively to BPO leadership and employees, and validate all required trainings are completed within established SLAs
Proactively identify leading indicators for an improved customers experience and lead projects to implement these changes at scale
Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals
Identify operational gaps in the representative life-cycle or site management and lead the creation and implementation of standardized SOPs to ensure consistency across sites.
In partnership with Workforce Management, set clear expectations around headcount needs for BPO partners
Proactively seek feedback and training opportunities consistently and effectively provide feedback to your peers
Actively participate in UAT and Beta projects to drive improvements for BPO teams
Participate in team meetings and contribute positively to team culture
Provide feedback on content gaps and additional training resource needs for frontline representatives and participate in the creation of these resources
Partner with cross-functional teams on multi-department projects, driving increased impact
Participate in and lead team culture building activities and programs
Participate in the assessment and review of department and team SOPs that impact BPO partners in partnership with the content team
Partner with cross-functional teams on multi-department projects and lead specific efforts within these projects
Drive BILL culture across the CARE team including leading and participating in culture building programs and activities
Always aim to be solution-oriented, take ownership and demonstrate accountability
Plan and participate in site visits with Outsourced Service Operations leadership
Be aware of and lead creating recommendations to improve the agent life-cycle at the BPO site