Senior Manager, BPO Operations

Job Title: Senior Manager, BPO Operations

Location: Remote

Employment Type: Full-Time

About Us:

Job Summary:

Amira Learning is hiring its first Senior Manager, BPO Operations to own the day-to-day performance of our offshore support function. You will manage a 10-person BPO team, hold our vendor partner accountable to SLAs, run a rigorous QA cadence, and ensure every educator and IT administrator who contacts Amira gets a fast, accurate, and empathetic response. You will also serve as Amira’s operational champion for AI-assisted support workflows,identifying where automation and intelligent tooling can improve resolution quality and team efficiency, and working with internal partners to develop those capabilities.

Essential Functions:

You will own vendor performance, team quality, SLA attainment, and the growing portfolio of workflows that are making our support operation faster and smarter. If you thrive on operational clarity, hold high standards for team execution, and get energized by bringing AI tools into real-world support workflows, this role was built for you.

Day-to-Day Offshore Team Management

• Serve as the primary operational point of contact for the BPO vendor, managing the day-to-day performance of a 10-person dedicated support team

• Run weekly team syncs, performance check-ins, and escalation reviews with the vendor’s Account Manager and QA Lead

• Monitor agent-level performance against QA scorecards; identify coaching opportunities and coordinate remediation with the vendor

• Manage agent approval workflows, personnel change requests, and onboarding of new or replacement agents

• Coordinate surge staffing plans aligned to the K–12 academic calendar (mid-July–September peak, January MOY, March–May EOY) and low-staffing redeployment windows

SLA Governance & Vendor Accountability

• Own SLA performance tracking across first response time, resolution time by priority tier (P1–P4), CSAT, FCR, escalation rate, and QA score

• Conduct monthly performance review meetings with vendor leadership; issue and track corrective action plans when SLAs are missed

• Administer financial performance levers: document SLA failures, calculate penalty credits, and flag bonus-qualifying months per contract terms

• Prepare and deliver daily operational summaries, weekly performance reports, and monthly comprehensive reports to the Director of Scaled Success

• Lead Quarterly Business Reviews with the vendor, including trend analysis, voice-of-customer synthesis, and forward-looking improvement plans

Quality Assurance & Continuous Improvement

• Own the QA sampling framework: ensure minimum 10% interaction review monthly, with targeted reviews for low quality responses and escalations

• Facilitate monthly calibration sessions with the vendor QA Lead to maintain inter-rater reliability and scorecard consistency

• Analyze top contact drivers monthly; surface root cause findings and translate them into actionable knowledge base updates and process improvements

• Partner with Enablement and Product teams to keep the support knowledge base current as the Amira platform evolves

• Monitor ticket reopen rates, chat abandonment, and escalation rates; proactively identify and address emerging quality issues

• Partner with Engineering to escalate bugs effectively and quickly; while keeping all stakeholders aligned

AI & Automation in Support Operations

• Serve as the operational owner of AI-assisted support tools: response co-pilots, auto-tagging, sentiment detection, and knowledge base surfacing

• Evaluate new AI tooling options in partnership with the Director of Scaled Success; manage the approval and deployment process for any tools introduced to the vendor team

• Define and enforce human-in-the-loop quality standards for AI-generated responses, ensuring guardrails are in place given FERPA obligations and the sensitivity of educator communications

• Collaborate with internal automation resources to implement workflow improvements: automated rostering communications, proactive outreach triggers, and ticket routing logic

• Track AI deflection rates, containment rates, and handle time impact; present findings in weekly and monthly reporting

• Stay current on AI support tooling trends and bring informed recommendations to the Director of Scaled Success

Compliance & Data Governance

• Ensure FERPA and COPPA compliance across all vendor operations: agent training certification, least-privilege data access, audit log oversight, and incident notification protocols

• Own agent background check and approval workflows for all personnel with access to student PII

What Success Looks Like

In your first 90 days:

• You have a clear picture of current SLA performance, open gaps, and the vendor’s operational strengths and weaknesses

• You are running the weekly vendor operating rhythm independently: syncs, QA reviews, escalation tracking

• You are fluent in Amira’s product suite, user personas, and the K–12 needs

• You have inventoried the automation tools currently in use and have a point of view on what’s working and what’s missing

By end of Year 1:

• Answer accuracy is sustained across the full academic year

• First Contact Resolution rate is at or above 70%

• SLA compliance is tracked, reported, and managed without manual intervention from the Director

• At least one AI-assisted workflow is live and producing measurable improvement in deflection rate or handle time

• The vendor relationship is operating as a genuine partnership that is proactive, data-driven, and continuously improving

Qualifications (Education and Experience):

• 5+ years managing offshore or nearshore BPO vendor relationships in a SaaS or tech-enabled services environment, including SLA governance and vendor performance management

• Proven track record running QA frameworks, calibration cadences, and agent performance management for contractor teams you don’t directly employ

• Experience owning support operations reporting: daily summaries, weekly performance reports, monthly SLA analysis, and QBR facilitation

• Comfortable navigating matrix organizations

• Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk, Intercom, or equivalent)

• Practical familiarity with AI-assisted support tools or support workflow automation

Preferred Qualifications:

• Experience in K–12 EdTech, education assessment, or a product serving teachers, administrators, or district IT staff

• Direct experience deploying or managing AI-assisted support tooling: response co-pilots, auto-tagging, deflection bots, or sentiment analysis

• Experience with ChurnZero, Salesforce, or similar CS/CRM platforms

Skills & Attributes

• You run a tight operation: you track what matters, hold vendors accountable with data, and don’t let performance drift go unaddressed

• You are a strong people manager of teams you don’t directly employ — you know how to motivate, develop, and hold accountable a contractor team through the vendor relationship

• You are genuinely curious about AI and automation in support workflows — not intimidated by it, not just tolerant of it, but actively interested in how it makes your team better

• You communicate clearly up and across: your reports are clean, your escalations are well-framed, and your Director rarely has to ask for status

• You understand the stakes of K–12: a frustrated district IT admin at 7am in August is not an abstract support ticket — it’s a school full of kids waiting to read

Benefits:

• Competitive Salary
• Medical, dental, and vision benefits
• 401(k) with company matching
• Flexible time off
• Stock option ownership
• Cutting-edge work

• The opportunity to help children around the world reach their full potential

Commitment to Diversity:

Amira Learning serves a diverse group of students and educators across the United States and internationally. We believe every student should have access to a high-quality education and that it takes a diverse group of people with a wide range of experiences to develop and deliver a product that meets that goal. We are proud to be an equal opportunity employer.

The posted salary range reflects the minimum and maximum base salary the company reasonably expects to pay for this role. Salary ranges are determined by role, level, and location. Individual pay is based on location, job-related skills, experience, and relevant education or training. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, ancestry, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, military service, or any other status protected by law.