BILL · 1 month ago
Senior Outsourced Service Operations Manager
Draper, Utah, United States
Full-time
Onsite
Senior Level
5+ years expBILL is a rapidly growing Fintech company focused on empowering businesses through innovative financial tools. The Senior Outsourced Service Operations Manager will oversee operational performance across multiple product lines and BPO sites, fostering relationships and driving improvements in customer experience and service delivery.
AppsBillingFinancial ServicesFinTechSaaS
No H1B
Responsibilities
Manage the operational performance of multiple product lines at multiple BPO site through building and maintaining effective relationships with operational site leadership
Demonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence, staffing models, and agent technology suites, while gaining a functional understanding of product lines to contextualize customer issues
Be a Champion of BILL culture cross-functionally through actively embodying BILL values, enhancing engagement, and facilitating culture-building activities
Develop expertise in the agent technology suite including Five9, Salesforce, Google Suite, etc
Set clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standards
Regularly review performance metrics to identify areas where performance does not meet expectations
Implement site performance improvement plans when necessary including clear expectations and timelines for improvement
Lead regular meetings such as Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR), and actively participate in Quarterly Business Reviews (QBR)
Analyze customer feedback scores, efficiency data, open case reports and other relevant metrics to pinpoint specific areas needing improvement
Ensure that all product updates are communicated effectively to BPO leadership and employees, and validate all required trainings are completed within established SLAs
Proactively identify leading indicators for an improved customers experience and lead projects to implement these changes at scale
Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals
Identify operational gaps in the representative life-cycle or site management and lead the creation and implementation of standardized SOPs to ensure consistency across sites
In partnership with Workforce Management, set clear expectations around headcount needs for BPO partners
Proactively seek feedback and training opportunities consistently and effectively provide feedback to your peers
Actively participate in UAT and Beta projects to drive improvements for BPO teams
Participate in team meetings and contribute positively to team culture
Provide feedback on content gaps and additional training resource needs for frontline representatives and participate in the creation of these resources
Partner with cross-functional teams on multi-department projects, driving increased impact
Participate in and lead team culture building activities and programs
Participate in the assessment and review of department and team SOPs that impact BPO partners in partnership with the content team
Partner with cross-functional teams on multi-department projects and lead specific efforts within these projects
Drive BILL culture across the CARE team including leading and participating in culture building programs and activities
Always aim to be solution-oriented, take ownership and demonstrate accountability
Plan and participate in site visits with Outsourced Service Operations leadership
Be aware of and lead creating recommendations to improve the agent life-cycle at the BPO site
Qualification
Required
A high school diploma or GED
5 years of experience in customer service operations
3 years of experience in BPO industry
Demonstrated ability to drive improvement in the customer experience using people, processes or technology to deliver outcomes
Experience using data to drive insights and recommend changes for improvement
Strong technical aptitude including Google Suite, Salesforce and call center telephony systems
Strong math and logic skills including basic algebra
Excellent verbal and written communication skills
Excellent organizational skills including time management, goal setting and attention to detail
Flexible and adaptable, with an ability to thrive in ambiguous situations
Strong attention to detail, organization and the ability to multi-task
Strong verbal and written communication skills including college level English proficiency
Ability to exercise sound judgement in all situations
Ability to travel globally up to 20% of the year
Preferred
Experience in the Financial Services industry
Project Management Certification
COPC Certification
Benefits
100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
HSA & FSA accounts
Life Insurance, Long & Short-term disability coverage
Employee Assistance Program (EAP)
11+ Observed holidays and wellness days and flexible time off
Employee Stock Purchase Program with employee discounts
Wellness & Fitness initiatives
Employee recognition and referral programs
And much more
Company
BILL
BILL is a developer of financial automation software for small and midsize businesses (SMBs).
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.48BKey Investors
Barington Capital GroupStarboard ValueFranklin Templeton
2025-12-04Post Ipo Equity
2025-09-04Post Ipo Equity
2024-12-04Post Ipo Debt· $1.2B
Leadership Team
René Lacerte
CEO & Founder
Ken Moss
Chief Technology Officer
Recent News
dcm.com
2025-12-31
globalventuring.com
2025-12-11
Company data provided by crunchbase