BPO Manager
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Job Description
BPO Manager at ClearStar managing global vendors for outsourced operations. Ensuring performance and compliance standards are met within a remote-first work culture.
Responsibilities:
- Lead management of global BPO vendors across offshore and nearshore operations
- Establish and enforce SLA frameworks, performance metrics, and governance standards
- Monitor vendor performance, analyze trends, and drive corrective action plans as needed
- Ensure vendor operations comply with FCRA and data handling requirements
- Build and maintain structured reporting on vendor performance, cost, and quality
- Partner with Operations, Compliance, and Finance to align vendor strategy and execution
- Lead recurring business reviews and performance discussions with external partners
- Support onboarding of new BPO processes, including documentation, training, and pilot oversight
- Identify opportunities to improve efficiency, scalability, and cost effectiveness across vendor operations
- Drive consistency in vendor management practices and documentation
Requirements:
- 3–5+ years of experience managing BPO vendors or outsourced operations
- Proven experience overseeing offshore or nearshore vendor performance
- Strong knowledge of SLA frameworks, vendor governance, and performance management
- Experience using data and reporting to drive vendor accountability and decision-making
- Strong communication and negotiation skills
- Ability to influence cross-functional stakeholders without direct authority
- Experience managing multiple priorities and workstreams
- Familiarity with FCRA or regulated data environments preferred
- Experience working with Philippines, LATAM, or Eastern European vendors preferred
- Project management experience preferred
- A dedicated home office space that is noise- and distraction-free with access to a reliable and secure high-speed internet connection.
Benefits:
- paid healthcare and life insurance premiums
- low-cost dental and vision insurance
- company-paid basic life insurance and a company-paid Short-Term Disability policy
- employee assistance program
- 401(k) matching up to 4%
- time off
- 9 company paid holidays
- 2 additional days of paid time off for volunteer activities
- Searching for Stars Employee Referral Program
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