Full job description Do the best work of your career as a champion for small and mid-size businesses.BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If youre looking for a place that helps you do the best work of your career, look no further than BILL.This position can be based inDraper, UT (Preferred)Houston, TXSan Jose, CARemoteMake your impact within a rapidly growing Fintech CompanyAs the Director of Outsourced Partner Service Operations, you will play a pivotal role in managing the BPO workforce supporting our customer experience service delivery team. In this role you will:Oversee the day-to-day activities of 500 outsourced partner employees ensuring that the organization is managed and performs efficiently and effectively.Build, develop and lead a high-performing outsourced partner operations team providing mentorship and guidance to ensure success.Build and maintain strategic relationships with outsourced partner leadership to ensure timely, responsive and customer-centered service is given to all BILL customersDrive continuous improvement in the customer service experience from outsourced partners including the development of initiatives to improve customer service quality and optimize processes to improve overall efficiency and effectiveness ensuring the highest level of productivityUtilize key performance indicators to drive the execution of service programs facilitating the decision-making and problem solving to ensure the service outsourcing programs overall objectives are met.Evaluate ongoing business opportunities and their impact on strategic growth, and leverage data to ensure scalability of operations.Build collaborative working relationships throughout the organization in order to drive success and lead fundamental changes in our approach to customer service.Cross-functional partners will include People, Enablement, Training, Workforce Management, Revenue, etc.Wed love to chat if you have:10 years minimum experience in Customer Service management.5 years experience leading customer service teams including ICs and managers.3 years experience in operations management in an outsourced customer service environment (experience in financial technology solutions is a plus)Successful track record in operational leadership roles with the ability to executive at a high level in a variety of customer support-type contextsProven strategic planning skills for management of long-term projects that lead to successPrecision and speed with the ability to adapt and respond quickly to change in the dynamic, high-growth environment while radiating a positive impact to the teamExcellent verbal, written and presentation communication skills to internal and external stakeholdersStrong analytical and problem-solving skills, organizational skills and attention to detailPositive, people-oriented and enthusiastic attitude.The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILLs bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.Draper UT pay range $128,200$160,000 USD Lets talk about benefits100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)HSA & FSA accountsLife Insurance, Long & Short-term disability coverageEmployee Assistance Program (EAP)11 Observed holidays and wellness days and flexible time offEmployee Stock Purchase Program with employee discountsWellness & Fitness initiativesEmployee recognition and referral programsAnd much moreFor positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page for each location and discover BILL.We live our culture and values every dayAt BILL, were different by designit's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. Theres no limit to what we can build and where we can go from here. Wed love you to join us.BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact interviewaccommodations@hq.bill.com.BILL Culture:Humble - We check our egos at the door. We are curious. We listen, accept feedback.Authentic - We earn and show trust by being realembracing our authentic selves.Passionate - We care deeply about each other and our customers.Accountable - We are duty-bound to each other, our customers, and society.Fun - We wrap it all together by building connections and enjoying time spent together.#J-18808-Ljbffr

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