BPO and Partner Operations Lead

Responsibilities

About the Role As the BPO and Partner Operations Lead , you will lead and grow a multi-disciplinary team focused on strengthening BPO and Partner Operations. You will design strategies, translate them into executable plans, and drive implementation in partnership with internal and cross-functional leaders. Your work will directly shape the support experience for our users and creators worldwide. Responsibilities: Partner Management (Partner-Facing Leadership)

• Serve as the senior point of contact for BPO partners, building strong, performance-driven relationships.


• Design and implement operational strategies to enhance efficiency, quality, and collaboration across sites.


• Ensure all partner operations meet compliance, data privacy, and regulatory standards.


• Identify issues, align stakeholders, and drive execution in a fast-changing environment.

Workflow & Performance Ownership (Operational Execution)

• Own end-to-end workflows managed by the partnership team to deliver best-in-class user and creator support.


• Monitor KPIs and implement strategies to enhance support efficiency and satisfaction.


• Lead a team of partner managers, implementation managers, and quality specialists — driving engagement, development, and performance.


• Collaborate with cross-functional teams (product, training, quality, engineering) to ensure user-centric policies and processes.


• Foster a culture of continuous improvement, staying ahead of industry trends and best practices.

Minimum Qualifications:

• 5+ years of experience leading vendor management or BPO operations in a multi-site/global environment.


• Solid and extensive experience in Customer Service, E-commerce industry


• At least 5 years in a leadership role managing both ICs and managers.


• Strong experience driving strategic programs while executing at a tactical level.


• Background in technology, with proven ability to adapt quickly and exercise sound judgment.

Preferred Qualifications:

• Track record managing outsourced service providers at scale.


• Strong diversed awareness and empathy for users across diverse markets.


• Familiarity with social media challenges, regulatory sensitivities, and crisis management.