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Business Process Optimization Lead
2 months ago
HelloFresh is seeking a highly skilled Strategic Operations Manager to lead our Business Process Outsourcing (BPO) strategy and operations. As a key member of our team, you will be responsible for managing contact center operations, vendor relationships, and customer experience initiatives.
Key Responsibilities- Lead BPO Strategy and Operations: Develop and implement strategies to optimize BPO performance, improve customer experience, and drive business growth.
- Manage Vendor Relationships: Build and maintain strong relationships with BPO vendors, negotiate contracts, and ensure compliance with contractual obligations.
- Customer Experience Expertise: Collaborate with cross-functional teams to design and implement customer experience initiatives that drive loyalty and retention.
- Performance Metrics and Analysis: Develop and track key performance indicators (KPIs) to measure BPO performance, identify areas for improvement, and implement data-driven solutions.
- Process Improvement and Optimization: Conduct regular process reviews, identify areas for improvement, and implement changes to optimize BPO operations and customer experience.
- Communication and Collaboration: Communicate effectively with stakeholders, including BPO vendors, internal teams, and senior leadership, to ensure seamless execution of BPO operations and customer experience initiatives.
- Education and Experience: Bachelor's degree and 3-5 years of experience in contact center management, vendor relations, or customer service operations.
- Travel Requirements: Ability to travel approximately 50% within the United States and internationally.
- Skills and Qualifications: Strong written and verbal communication skills, data-driven approach, and ability to work in a fast-paced environment.
- Competitive Salary and Benefits: Competitive salary, 401K company match, and comprehensive benefits package.
- Opportunities for Growth and Development: Opportunities for professional growth and development in a dynamic and fast-paced environment.
- Collaborative and Dynamic Work Environment: Collaborative and dynamic work environment with a team of passionate and dedicated professionals.
