Senior Manager, BPO Strategy & Operations Job Description: 

The Senior Manager will lead, support & oversee contact center operations related to our 3rd party Business Process Outsourcing (BPOs). The Senior Manager will be passionate about the overall HelloFresh brand & enhancing our customers experiences through effectively & efficiently managing chat, voice & email channels. The position will also collaborate daily with Customer Care (CC) management. This candidate will leverage data to support recommendations for process & performance developments. This position requires the ability to travel approximately 50% within the United States & internationally.  

You will 

• Be responsible for developing & implementing a strategy, both to stand up & operate the key outsourcing pillars of the company. This may include identifying new opportunities for outsourcing, evaluating potential vendors, & creating a roadmap for both implementing, operating projects, and  fire-fighting last minute workforce issues.
• Manage the company's relationships with vendors. This may include negotiating contracts, monitoring performance, & ensuring that vendors are meeting the company's requirements.
• Manage BPO performance with accountability for key contact center metrics including: costs, SLAs, AHT, CSAT, NPS, quality, retention & similar performance indicators. 
• Serve as the main point of contact for partner escalations & identify real & potential problems, provide resolutions, alternate solutions, & risk mitigation plans.
• Hold BPOs accountable to established contract terms & suggest alternatives as necessary.
• Work closely with the relevant business partners to enhance contact center processes & customer experiences.
• Distill & evaluate performance while proactively providing feedback to our partners on development opportunities. 
• Develop recurring assessment for each partner site through CC report analysis, demonstration of internal technology, quality agreements & other related measurements.
• Be held accountable for costs associated with the function you are assigned. 
• Communicate tasks, decisions, & processes in concise & scientific ways
• Ensure cross channel quality through both remote monitoring & regular on-site visits to establish consistency of the HelloFresh culture & brand expectations.
• Institute best practices by conducting process reviews & memorializing process improvements via documentation.
• Contribute to the continuous improvement mindset across the CC function. 

You are 

• Obsessed with analyzing consumer behavior & giving actionable & relevant insights 
• Have an absolute passion for ensuring a great customer experience with every contact. 
• A manager of people who has an empathetic but inspiring leadership style
• Exceptionally good to data-based story
• Vocal when conveying a clear vision, goals & expectations  
• Able to  succeed in an ambiguous environment & accommodate rapidly changing business needs
• A bridge-builder
• A sharp presenter who is action oriented 
• A creator of positive momentum & achieves desired results
• Excited about the meal-kit industry & ensuring end-user satisfaction

You have... 

• 3-5 years of experience in managing large contingent labor force contracts, & / or a background in strategy / management consulting with large publicly-traded companies
• Ability to travel approximately 50% within the United States & internationally as required
• Bachelors degree required / MS or MBA preferred
• An articulate & precise communication style & can deliver action-oriented plans that are well executed 
• Experience with relevant technology  & CRM tools
• Understanding of AB testing & experience managing cross-functional retention / CRM initiatives 
• Demonstrated impressive executive presence & sharp presentation skills
• This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
• Prolonged periods working at a desk & on a computer
• Reading information on a computer screen & inputting data into a computer system

Youll get 

• Competitive Salary & 401K company match that vests immediately upon participation
• Generous parental leave of 16 weeks & PTO policy 
• $0 monthly premium & 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