Job Description

As our team continues to grow, we are looking for an experienced leader who knows what it is like to work with BPOs in a startup environment.  We are looking for a vendor manager who is experienced in managing rapid growth and understands what is needed to scale with success. You will be responsible for developing, growing and managing our BPO network. You will collaborate in developing the vendor strategy across multiple contact channels and collaborating to improve the customer experience by leveraging the strengths of multiple BPOs. This individual will proactively identify areas of improvement for our internal processes, workflows, policies and manage expectations with BPO hiring, training, and performance management. Every day you'll strategically brainstorm, collaborate, and implement operational improvements and efficiencies.

YOU WILL:

• Lead the implementation of BPO initiative, collaborating in all aspects of the success of the program from contract work through training, launching, scaling, and performance management
• Assist and eventually lead negotiations for all future vendor contracts
• Develop and deploy vendor-specific infrastructure, including security and processes
• Own relationship management and service delivery to ensure that BPOs meet and exceed internal expectations through exceeding KPI/metrics.
• Travel both domestically and internationally (10-20% of the year)

Qualifications

YOU HAVE:

• Willingness to lend a hand in all areas of BPO management including building foundational processes and reporting from scratch
• Minimum of 7 years managing global operations including launching and managing partner sites
• Extensive experience in BPO relationship management
• Strong communication skills, and proven ability to influence senior leadership  
• In-depth expertise in contact center forecasting, scheduling and capacity planning
• Experience managing metrics, KPIs, and OKRs, in addition to analytical deep-dives to understand performance
• Strong reporting background and ability to build reports independently
• An ability to identify upstream blockers and prioritize solutions
• A drive to consistently deliver results and exceed expectations
• A strategic-thinking, solutions-driven mentality

Position can be located in St. Louis, MO or Portland, OR

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Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines.