Senior Manager Operations (BPO)

Job Summary

We are seeking an experienced Project Manager – Contact Center Operations to lead and manage operational and technology projects supporting a high-volume food delivery application. The role focuses on improving customer support efficiency, vendor performance, process optimization, and service quality across voice, chat, email, and in-app support channels.

Key Responsibilities

Project & Program Management

• Lead end-to-end delivery of contact center projects (process improvement, automation, tool implementation, scaling operations).
• Define project scope, timelines, milestones, risks, and dependencies.
• Coordinate cross-functional teams (Product, Tech, Ops, QA, Training, Vendors).
• Ensure projects are delivered on time, within scope, and budget.

Contact Center Operations

• Manage projects related to customer support, rider/driver support, and merchant support.
• Support multi-channel operations: voice, chat, email, social, and in-app support.
• Drive improvements in AHT, CSAT, FCR, SLA, and cost per contact.
• Partner with WFM teams on capacity planning and ramp-ups during peak demand.

Process & Performance Improvement

• Identify operational gaps and lead process redesign initiatives.
• Implement SOPs, escalation frameworks, and quality standards.
• Drive automation initiatives (chatbots, self-service, CRM workflows).
• Track KPIs and present insights to senior leadership.

Vendor & Stakeholder Management

• Manage BPO/vendor transitions, performance reviews, and governance.
• Act as the primary point of contact between internal stakeholders and external partners.
• Ensure compliance with contractual SLAs and quality benchmarks.

Tools & Technology

• Manage CRM/contact center tools (e.g., Zendesk, Freshdesk, Salesforce, Genesys, Five9, etc.).
• Partner with product and engineering teams on new feature rollouts impacting support.
• Oversee UAT, go-live, and post-launch stabilization.

Required Skills & Qualifications

• Bachelor’s degree in Business, Operations, Engineering, or related field.
• 5+ years of experience in contact center operations and project management.
• Strong understanding of food delivery / e-commerce / hyperlocal business models.
• Proven experience managing large-scale operational projects.
• Strong analytical and problem-solving skills.
• Excellent stakeholder communication and documentation skills.
• Experience working with BPOs and distributed teams.

Preferred Qualifications

• PMP, Prince2, Agile, or Scrum certification.
• Experience with automation, AI/chatbots, or digital self-service tools.
• Exposure to high-growth startup or tech-driven environments.
• Experience handling rapid scale and peak-demand scenarios.

Key Competencies

• Execution & ownership
• Data-driven decision making
• Stakeholder management
• Process optimization
• Customer-centric mindset

Job Type: Full-time

Work Location: In person