Senior Partner Operations Leader – NPS & BPO (EMEA & LATAM)

United States Digital Space LLC

Dublin

On-site

EUR 120,000 - 180,000

Full time

2 days ago

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Job summary

United States Digital Space LLC is seeking a senior operations leader to own outsourced BPO partner performance across EMEA and LATAM, driving customer experience and NPS at scale. You will build frameworks, insights and a performance culture that elevate partner results and lead a team of Partner Operations Managers across languages, markets and sites.

What you'll do includes leading vendor delivery, holding partners to commitments, establishing standardized playbooks, and driving

Qualifications

10+ years in customer support or partner/ops leadership.
Proven track record improving customer experience metrics at scale.
Experience managing outsourced partners and vendor relationships.
Experience leading managers or senior individual contributors.
Strong analytical ability and data fluency.

Responsibilities

Lead vendor delivery and performance across a network of partners in EMEA and LATAM.
Hold partners accountable to NPS, quality, SLA, and cost with tough conversations when needed.
Set and standardize operating playbooks to ensure consistency across sites.
Lead business reviews with partner leadership and senior company leadership.
Build relationships across the business to unlock performance and drive improvements.
Diagnose root causes of performance gaps and create time-bound improvement plans.
Grow and develop a high-performing Partner Operations Manager team.
Collaborate with Workforce Management, Quality, Learning & Development to land changes.