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 with company match that vests immediately upon participation, and company equity plan based on role
• Generous PTO and parental leave of up to 16 weeks
• Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
• Tuition reimbursement for continuing education
• Up to 75% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)   
• Access to 6 different Employee Resource Groups (ERGs) including those for minorities, women, veterans, parents, and LGBTQ+
• Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is growing exponentially year over year

This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.