Director of BPO Field Operations (100% Remote)
$172,000–$187,000 year
Remote
Job Summary
Develop and execute the long-term strategy for ClearCaptions' outsourced field service network, evaluating providers, optimizing geographic coverage, and assessing performance to support business objectives. Lead vendor selection, contract negotiations, and SLA management while establishing compensation models that align vendor performance with company goals. Establish operational standards mirroring Direct field organization, including vendor scorecards for installation quality, customer satisfaction, and compliance. Design and maintain comprehensive training and certification programs for outsourced technicians, ensuring they meet the same product and regulatory standards as Direct staff. Drive continuous improvement initiatives focused on quality, customer experience, and operational efficiency while managing vendor costs and workforce planning.
Required Qualifications
- Bachelor's degree in Business, Operations Management, Supply Chain, Management or related field
- Minimum of eight (8) years of progressive operations leadership experience managing outsourced operations, BPOs, field service organizations, or contractor networks
- Minimum five (5) years' experience leading multi-site or geographically dispersed teams
- Proven experience negotiating and managing vendor contracts and service agreements
- Experience with workforce planning, capacity management, forecasting, and budget accountability
- Strong background in quality management, demonstrated ability to drive operational improvements, productivity gains, and customer experience outcomes
- Proven success managing third-party vendor performance through KPIs, SLAs, scorecards, and governance processes
- Experience developing training, certification, and performance management programs
- Advanced problem-solving, analytical, and financial management skills, with the ability to develop strategies for operational improvements
- Ability to plan and manage both strategic and tactical operational levels
- Excellent verbal and written communication skills, relationship management, and presentation skills
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
- Respectful and outstanding leadership skills, ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment
- Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality
- Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel
- Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack)
- Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship
Desired Qualifications
- Equivalent combinations of education and relevant experience will be considered
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.