BPO Program Manager

About This Role

Own the BPO Partner Program globally, ensuring performance, governance, and strategic improvements by balancing partner needs with business objectives. This role involves collaborating with cross-functional teams and driving success throughout multiple program phases.

Responsibilities

• Build and launch a BPO Partner Program for the partner community
• Develop a pricing and billing model suitable for BPOs with cross-functional support
• Ensure effective program use by Zoom Channel Teams and Partners through global enablement
• Identify risks, trends, and improvement opportunities for the BPO Program post-launch
• Maintain strategic engagement with BPO partners to understand their business needs
• Manage partner issues and implement corrective action plans related to programs
• Collaborate with internal teams like Operations, IT, Finance, and HR as necessary
• Translate business requirements into clear service expectations
• Provide executive-ready reporting, insights, and recommendations for the partner program
• Establish and monitor key performance indicators (KPIs)

Requirements

• 6-10+ years of experience working with BPOs globally
• 5+ years of experience in building partner programs
• 3+ years of experience specifically with BPO Partner Programs
• Bachelor’s degree in Business, Operations, Management, or a related field
• Strong interpersonal and team-building skills
• Excellent communication skills, both verbal and written
• Strong financial and operational analysis skills

Qualifications

• Bachelor’s degree in Business, Operations, Management, or a related field
• 6–10+ years of experience working with BPOs globally, 5+ in building partner programs, 3+ with BPO Partner Programs

Benefits