Senior Manager, BPO Operations

The Senior Manager, BPO Operations is the operational leader responsible for managing the day-to-day delivery of TreviPay’s outsourced customer experience through our external BPO partner. This role ensures that every outsourced interaction reflects TreviPay’s commitment to quality, consistency, and a world-class customer experience.

Reporting to the VP, Three Rivers Customer Experience, this leader owns the operational rhythm of the BPO relationship: SLA performance, quality oversight, workforce coordination, escalation management, and continuous improvement. While the VP owns the strategic direction and contract economics, the Senior Manager translates that strategy into daily execution and holds the partner accountable for results.

This role leads a small internal team and serves as the primary point of contact between TreviPay and the BPO partner for all operational matters.

Essential Duties and Responsibilities

· Serve as the primary operational point of contact with the BPO partner, managing the day-to-day delivery relationship across all service lines (Customer Support, Accounts Receivable/Collections, Unapplied Cash).

· Own the operational rhythm: weekly business reviews, monthly performance reviews, quality calibrations, and escalation management.

· Monitor and enforce SLA performance, accuracy, and quality standards. Identify trends, surface risks early, and drive corrective action.

· Ensure compliance with BPO contract terms, including service commitments, reporting obligations, change controls, and commercial provisions. Track and flag any deviations proactively.

· Manage workforce coordination with the BPO partner, including staffing levels, scheduling, attrition tracking, and capacity planning to meet volume demands.

· Lead quality oversight efforts in partnership with TreviPay’s Center of Excellence, ensuring that the BPO partner delivers service that is consistent with TreviPay’s standards and the client experience our customers expect.

· Manage escalations between TreviPay and the BPO partner, driving timely resolution and root cause analysis.

· Support the VP in evaluating BPO contract performance, resource utilization, and cost effectiveness. Surface data and recommendations that inform strategic decisions on staffing models, unit economics, and service mix.

· Participate in BPO contract renewal negotiations, representing operational performance and requirements to support favorable terms

· Partner cross-functionally with internal teams (Account Management, Product, Quality, Training, AR, Project Management) to ensure smooth onboarding of new clients and a connected experience across every customer touchpoint.

· Benchmark contract terms/SLA’s against industry norms, recommending adjustments to keep the agreement current and competitive

· Lead and develop a small internal team of delivery analysts and service excellence specialists who liaise between TreviPay and the BPO partner.

· Develop associates and emerging leaders on the team through coaching, feedback, and career pathing, building a strong bench of operational talent

· Drive continuous improvement initiatives that enhance productivity, reduce defects, and improve the overall customer journey delivered through the BPO channel.

· Prepare and present operational performance reports to the VP and leadership, translating data into clear narratives about what is working, what is not, and what needs to change.

· Champion a customer-first culture within the outsourced operation, balancing efficiency with empathy and ensuring that service quality remains high even as volume scales.

Professional Qualifications

· 7 years in operations leadership, with demonstrated experience managing outsourced or BPO partner relationships, including vendor performance management, SLA enforcement, and quality oversight.

· Bachelor’s degree in business, operations, finance, or related field.

· Strong background in customer support, order-to-cash, or accounts receivable operations, preferably within a B2B payments or fintech environment.

· Demonstrated experience managing operational rhythms (WBRs, QBRs, performance reviews) and driving accountability through data.

· Experience with workforce planning, capacity management, and staffing optimization in an outsourced delivery model.

· Strong understanding of process improvement methodologies (Lean, Six Sigma) and digital enablers.

· Proven ability to manage vendor relationships and hold partners accountable for results, including having difficult conversations when performance falls short.

· Analytical mindset with the ability to translate operational data into actionable insights and clear recommendations.

· Demonstrated management skills including leadership, communication, and time management with a focus on continuous improvement.

· Advanced skills with the suite of Microsoft products.

Personal Characteristics

· Cares about TreviPay customers and keeps them top of mind at all times.

· Models our company values: Tenacity, Empathy, and Ingenuity.

· Operationally disciplined with a bias for action and follow-through.

· Strong communicator who can present performance narratives to senior leadership with clarity and confidence.

· Collaborative partner who builds trust across internal teams and with external vendor partners.

· Detail-oriented while maintaining the ability to see the bigger picture.

· Comfortable with ambiguity and able to drive structure where it does not yet exist.

· Professional demeanor; exerts a positive influence on those around them.

· Willingness to travel as needed.