BPO Program Manager

About This Role

This role will establish and manage a global BPO Partner Program, ensuring performance, governance, and strategic growth. The Program Manager will balance partner needs with business objectives and collaborate with cross-functional teams to drive success.

Responsibilities

• Build and launch a global 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 including Operations, IT, Finance, and HR
• 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+ 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+ years building partner programs, 3+ years specifically with BPO Partner Programs.

Benefits