The opportunity
We are hiring a Partner Manager to help strengthen and scale partner-delivered operations across our global support ecosystem on the Partner Strategy and Operations team. As our Partner Manager, you will own performance governance for assigned BPO partners, helping ensure…
What you'll do
Own performance governance for assigned Partner/BPO operations, including: SLAs, quality, productivity, staffing adherence, operational efficiency, and member experience outcomes.
Lead daily, weekly, and monthly partner performance reviews with clear: metrics, action plans, owners, timelines, and expected business impact.
Translate operational performance trends into root-cause insights, risk: assessments, and data-backed recommendations.
Drive accountability with external partners by identifying performance gaps,: aligning on corrective actions, and ensuring sustained follow-through.
Lead complex, cross-functional initiatives that improve member and service: experience, from problem definition and stakeholder alignment through execution, change management, and post-launch measurement.
Partner closely with Disputes Experience, Complaints, Risk, Workforce: Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy to remove blockers and improve frontline execution.
What they're looking for
- Develop concise, executive-ready updates that connect frontline performance,: member impact, risks, tradeoffs, and recommended next steps.
- + years of experience in Customer Experience, Partner/Vendor Management, BPO: operations, or a related operational leadership role.
- Professional experience directly related to BPO partner management, ideally: within financial services or another highly regulated environment.
- Proven ability to own partner performance across SLAs, quality, productivity,: staffing, operational efficiency, and member experience outcomes.
