Ascend Group · 14 hours ago
BPO Manager
United States
Full-time
Remote
Mid Level
$80K/yr - $90K/yr
4+ years exp
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Responsibilities
Centralize and manage all HITL and OCR support issues to streamline workflows and expedite resolutions.
Determine best-case recognition scenarios, such as when to use HITL versus full OCR, to improve recognition accuracy during customer onboarding.
Collaborate with the Document Intelligence Team to refine OCR models, ensuring they meet supplier- and field-specific requirements.
Proactively address and troubleshoot customer inquiries related to OCR and AI recognition processes.
Develop and maintain a comprehensive reporting suite that tracks HITL performance, recognition accuracy, customer satisfaction, and operational efficiency.
Analyze customer feedback and support ticket data to identify trends and drive continuous improvement in document recognition processes.
Act as an escalation point for complex HITL-related issues, coordinating between technical and non-technical teams to resolve customer concerns.
Qualification
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Required
4+ years of experience in operations management, with a focus on BPO, or human-in-the-loop (HITL) program management.
Demonstrated experience implementing and managing program management methodologies such as Lean, Six Sigma, Agile, or Kaizen in an operational setting.
Proven ability to optimize operational efficiency or manage HITL workflows for accuracy and consistency.
Strong analytical skills with proficiency in SQL, Excel, or other BI tools like Tableau or Power BI.
Effective communication and collaboration skills with experience working across product, engineering, and customer success teams.
A strong sense of urgency, attention to detail, and an ability to prioritize effectively.
Preferred
Familiarity with R/Python for performance analysis is a plus.
Benefits
Comprehensive healthcare plan (100% covered for employees, 50% for dependents)
Generous retirement plan match
Lifelong Learning Allowance for personal enrichment (e.g., cooking, dance, or language lessons)
Flexible time off, 10 paid holidays, Flex Fridays during summer, and one week off between Christmas and New Year’s
Diversity, Equity & Inclusion programs, charity matching, and volunteer days
Flexible schedules and generous parental leave programs
Top-tier tools and tech for your best work (hardware, software, and home office setup)
Company
Ascend Group
Ascend Group is an information technology company that specializes in the fields of cloud centers, fintech, and E-commerce.
1,001-5,000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase
