Manager, BPO Strategy & Operations

Location:  New York City NY

Reports to: Senior Manager, BPO Strategy & operations

Manager, BPO Strategy & Operations Job Description:

The Manager, BPO Strategy & Operations will lead contact center operations related to our 3rd party Business Process Outsourcing (BPO's). They are passionate about the HelloFresh brand and enhancing our customers' experiences through managing chat, voice and email channels. You will also collaborate daily with Customer Care (CC) management with a focus on leveraging data to support recommendations for process and performance developments. You will travel approximately 50% of the time both within the United States and internationally.

You will…

• Become the Subject Matter Expert (SME) on all parts of the BPO relationship including contractual obligations, performance expectations and BPO initiatives
• Manage BPO performance with accountability for contact center metrics including: costs, service level agreements, AHT, CSAT, NPS, quality, retention and similar performance indicators
• Be the main contact for partner escalations and identify real and potential problems, provide resolutions, alternate solutions and risk mitigation plans
• Become part of the negotiations of vendor contracts to prioritize goals and outline performance expectations
• Hold BPOs accountable to established contract terms and suggest alternatives
• Evaluate performance and provide feedback to partners to increase customer satisfaction
• Develop recurring assessment for each BPO site through report analysis, demonstration of internal technology, quality agreements and other related measurements
• Audit BPO invoices to ensure accuracy and organize payments
• Communicate tasks, decisions, and processes regarding operations and cross-departmental impacts to partners
• Ensure cross channel quality through both remote monitoring and regular on-site visits to establish consistency of the HelloFresh culture and brand expectations
• Institute best practices by conducting process reviews and memorializing process improvements through documentation
• Contribute to the continuous improvement mindset across the CC function

You are…

• Customer experience-obsessed and has an absolute passion for ensuring a great customer experience with every contact
• A "Foodie"- fanatical about food!
• A strong written and verbal communicator
• Vocal when conveying a clear vision and leading others
• Data driven and detail oriented
• Optimistic and bold in making decisions and taking calculated risks

You have...

• Bachelor's degree and 3-5 years of experience in contact center management, vendor relations or customer service operations related experience required
• The ability to travel approximately 50% within the United States and internationally is required
• Experience with telephony and CRM tools, experience with data visualization tools such as Tableau and/or PowerBI is a plus
• This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
• Prolonged periods working at a desk and on a computer
• Reading information on a computer screen and inputting data into a computer system

You’ll get…

• Competitive Salary & 401K company match that vests immediately upon participation
• Generous parental leave of 16 weeks & PTO policy
• $0 monthly premium and other flexible health plans effective first day of employment
• 75% discount on your subscription to HelloFresh (as well as other product initiatives)   
• Snacks, coffee & catered meals
• Company sponsored outings & Employee Resource Groups
• Collaborative, dynamic work environment within a fast-paced, mission-driven company

It is the policy of HelloFresh not to discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, because they are a protected veteran, or any other protected classification under federal, state, or local law.