Senior Manager for BPO Programs

About This Role

Own and strategically improve the Global BPO Partner Program, ensuring performance and governance. Collaborate with cross-functional teams and BPO partners to balance business objectives and partner needs, driving program success.

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
• Work with global enablement to ensure effective program use by Zoom Channel Teams and Partners
• 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 various 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

Qualifications

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

Benefits