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HelloFresh // meal kit delivery
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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 
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