Sr. Manager, BPO Operations

AMIRA LEARNING INC

1d•Remote

About The Position

Amira Learning accelerates literacy outcomes by delivering the latest reading and neuroscience with AI. As the leader in third-generation edtech, Amira listens to students read out loud, assesses mastery, helps teachers supplement instruction and delivers 1:1 tutoring. Validated by independent university and SEA efficacy research, Amira is the only AI literacy platform proven to achieve gains surpassing 1:1 human tutoring, consistently delivering effect sizes over 0.4. Rooted in over thirty years of research, Amira is the first, foremost, and only proven Intelligent Assistant for teachers and AI Reading Tutor for students. The platform serves as a school district’s Intelligent Growth Engine, driving instructional coherence by unifying assessment, instruction, and tutoring around the chosen curriculum. Unlike any other edtech tool, Amira continuously identifies each student’s skill gaps and collaborates with teachers to build lesson plans aligned with district curricula, pulling directly from the district’s high-quality instructional materials. Teachers can finally differentiate instruction with evidence and ease, and students get the 1:1 practice they specifically need, whether they are excelling or working below grade level. Trusted by more than 2,000 districts and working in partnership with twelve state education agencies, Amira is helping 3.5 million students worldwide become motivated and masterful readers. Job Summary: Amira Learning is hiring its first Senior Manager, BPO Operations to own the day-to-day performance of our offshore support function. You will manage a 10-person BPO team, hold our vendor partner accountable to SLAs, run a rigorous QA cadence, and ensure every educator and IT administrator who contacts Amira gets a fast, accurate, and empathetic response. You will also serve as Amira’s operational champion for AI-assisted support workflows,identifying where automation and intelligent tooling can improve resolution quality and team efficiency, and working with internal partners to develop those capabilities. Essential Functions: You will own vendor performance, team quality, SLA attainment, and the growing portfolio of workflows that are making our support operation faster and smarter. If you thrive on operational clarity, hold high standards for team execution, and get energized by bringing AI tools into real-world support workflows, this role was built for you.

Requirements

5+ years managing offshore or nearshore BPO vendor relationships in a SaaS or tech-enabled services environment, including SLA governance and vendor performance management
Proven track record running QA frameworks, calibration cadences, and agent performance management for contractor teams you don’t directly employ
Experience owning support operations reporting: daily summaries, weekly performance reports, monthly SLA analysis, and QBR facilitation
Comfortable navigating matrix organizations
Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk, Intercom, or equivalent)
Practical familiarity with AI-assisted support tools or support workflow automation

Nice To Haves

Experience in K–12 EdTech, education assessment, or a product serving teachers, administrators, or district IT staff
Direct experience deploying or managing AI-assisted support tooling: response co-pilots, auto-tagging, deflection bots, or sentiment analysis
Experience with ChurnZero, Salesforce, or similar CS/CRM platforms

Responsibilities

Day-to-Day Offshore Team Management
Serve as the primary operational point of contact for the BPO vendor, managing the day-to-day performance of a 10-person dedicated support team
Run weekly team syncs, performance check-ins, and escalation reviews with the vendor’s Account Manager and QA Lead
Monitor agent-level performance against QA scorecards; identify coaching opportunities and coordinate remediation with the vendor
Manage agent approval workflows, personnel change requests, and onboarding of new or replacement agents
Coordinate surge staffing plans aligned to the K–12 academic calendar (mid-July–September peak, January MOY, March–May EOY) and low-staffing redeployment windows
SLA Governance & Vendor Accountability
Own SLA performance tracking across first response time, resolution time by priority tier (P1–P4), CSAT, FCR, escalation rate, and QA score
Conduct monthly performance review meetings with vendor leadership; issue and track corrective action plans when SLAs are missed
Administer financial performance levers: document SLA failures, calculate penalty credits, and flag bonus-qualifying months per contract terms
Prepare and deliver daily operational summaries, weekly performance reports, and monthly comprehensive reports to the Director of Scaled Success
Lead Quarterly Business Reviews with the vendor, including trend analysis, voice-of-customer synthesis, and forward-looking improvement plans
Quality Assurance & Continuous Improvement
Own the QA sampling framework: ensure minimum 10% interaction review monthly, with targeted reviews for low quality responses and escalations
Facilitate monthly calibration sessions with the vendor QA Lead to maintain inter-rater reliability and scorecard consistency
Analyze top contact drivers monthly; surface root cause findings and translate them into actionable knowledge base updates and process improvements
Partner with Enablement and Product teams to keep the support knowledge base current as the Amira platform evolves
Monitor ticket reopen rates, chat abandonment, and escalation rates; proactively identify and address emerging quality issues
Partner with Engineering to escalate bugs effectively and quickly; while keeping all stakeholders aligned
AI & Automation in Support Operations
Serve as the operational owner of AI-assisted support tools: response co-pilots, auto-tagging, sentiment detection, and knowledge base surfacing
Evaluate new AI tooling options in partnership with the Director of Scaled Success; manage the approval and deployment process for any tools introduced to the vendor team
Define and enforce human-in-the-loop quality standards for AI-generated responses, ensuring guardrails are in place given FERPA obligations and the sensitivity of educator communications
Collaborate with internal automation resources to implement workflow improvements: automated rostering communications, proactive outreach triggers, and ticket routing logic
Track AI deflection rates, containment rates, and handle time impact; present findings in weekly and monthly reporting
Stay current on AI support tooling trends and bring informed recommendations to the Director of Scaled Success
Compliance & Data Governance
Ensure FERPA and COPPA compliance across all vendor operations: agent training certification, least-privilege data access, audit log oversight, and incident notification protocols
Own agent background check and approval workflows for all personnel with access to student PII