Director, Partner Management Strategy And Operations

Director, Partner Management Strategy And Operations

The Director, BPO Operations & Vendor Management owns the operational and commercial management of BPO partners across multiple lines of business. This role is accountable for delivering the 2026 BPO roadmap, including commercial/contract execution, operational cadence transition, and governance & controls while strengthening BPO partnership, improving performance accountability, and ensuring compliance readiness.

Duties & Responsibilities

Lead new SOWs, change orders, and commercial definition workstreams with partners; ensure internal alignment and approvals.

Coordinate cross-functional inputs (Legal, Compliance, Finance, InfoSec, IT, Vendor Mgmt) to complete approvals and close contracting cycles.

Own invoice validation, reconciliation, and approval workflows; enforce contract terms and billing guardrails.

Partner with Finance/Procurement on budgets, POs, and invoicing controls.

Drive partner compliance requirements, legal reviews/approvals, and ongoing training compliance.

Manage obligations and partner licensing controls including evidence tracking

Document RACI; transition day-to-day operating practices; define escalation paths from partner → process owners → ops leadership.

Establish performance accountability mechanisms (scorecards, QBR/MBR operating rhythm, continuous improvement) and maintain partner governance cadence.

Partner with WFM/HR to support hiring plans, training/nesting readiness, scheduling, and capacity planning for BPO programs

Support BPO recruiting efforts including interviews and staffing/backfill decisions to meet delivery timelines.

Coordinate site certification, IT setup, connectivity testing, and operational tech enablement needed for program launches.

Drive resolution paths for operational tooling/integration dependencies (e.g., dialer/CRM workflows; UAT readiness with partners).

Run top-leadership touchpoints with partners; build feedback loops; share best practices; drive partner-led innovation.

Communicate crisply with internal stakeholders (Ops leadership, Legal, Compliance, Finance, IT, Process Owners) and external partner leadership.

Required Skills/Qualifications

10–15+ years in operations leadership with meaningful time in BPO/contact center environments (customer service, servicing, collections, fraud/credit ops, payments ops, etc.).

7+ years directly managing outsourced vendor partnerships (commercials, performance governance, QBR/MBR cadence, scorecards, escalation paths).

Proven ownership of SOWs / change orders / contracting workflows, including coordinating approvals across Legal/Compliance/Finance/InfoSec/IT.

Demonstrated experience with invoice validation/reconciliation, PO controls, and ensuring billing aligns to contract terms.

Strong exposure to regulated operations / compliance (e.g., licensing, consent-order-type obligations, audit readiness, access controls).

Ability to lead cadence transitions: defining RACIs, operational rituals, performance accountability, and cross-functional escalation structures.

Working familiarity with WFM fundamentals (capacity models, forecasting, scheduling, hiring/training/nesting readiness).

Preferred Skills

Experience partnering with large BPOs (e.g., Genpact/Infosys-type environments) and navigating multi-stakeholder governance.

Experience in process improvement / continuous improvement frameworks to reduce cost and improve performance.

Strong executive communication and negotiation skills (commercial definitions, timeline alignment, risk escalation).

Core Skills & Competencies

Vendor governance, performance management, and escalation leadership

Contracting lifecycle: SOWs, change orders, commercial definitions

Financial rigor: invoicing controls, reconciliation, PO discipline

Compliance & risk management (audit-ready mindset; access controls; licensing/consent order obligations)

Cross-functional program leadership (Legal, Compliance, IT, Finance, HR, WFM)

Our compensation structure is designed to reflect the cost of labor across various U.S. geographic markets. The base salary for this role ranges from $115,000 per year to $170,000 per year. Compensation will be determined by several factors, including relevant knowledge, skills, and experience. This role is also eligible to receive an annual bonus within a comprehensive total rewards package, alongside a full suite of medical, dental, vision, disability insurance, life insurance, 401k retirement benefits, paid time off, paid holidays, and paid personal/sick time.