BPO Operations Lead, Customer Experience

TreviPay; Overland Park (KS); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Paid parental leave

Generous paid time off

Medical, dental, vision, FSA, Life/AD&

401K matching

Employee referral program

Job summary

TreviPay is seeking a Senior Manager of BPO Operations to lead the day-to-day outsourced customer experience program with a key external partner. The role translates TreviPay's strategy into daily execution and ensures high-quality service across Customer Support, AR/Collections, and related processes.

The candidate will manage performance reviews, escalate issues, and drive continuous improvement while partnering with internal teams to onboard new clients and optimize the BPO relationship.

Qualifications

• 7+ years in operations leadership with outsourced/BPO relationships.
• Bachelor’s degree in business, operations, finance, or related field.
• Experience with workflow rhythms (WBRs/QBRs) and data-driven accountability.
• Experience with capacity management and staffing optimization.

Responsibilities

• Serve as primary operational contact with the BPO partner across all service lines.
• Own weekly and monthly reviews, quality calibrations, and escalation management.
• Monitor SLA performance, identify trends, and drive corrective action.
• Ensure compliance with contract terms and reporting obligations.
• Lead internal team of delivery analysts and quality specialists.

Skills

Operations leadership

Vendor management

Customer experience

Data analysis

Workforce planning

Lean Six Sigma

Stakeholder communication

People leadership

Education

Bachelor’s degree in business/operations/finance

Tools

Microsoft Office

Job description

TreviPay is seeking a Senior Manager of BPO Operations to lead the day-to-day outsourced customer experience program with a key external partner. The role translates TreviPay's strategy into daily execution and ensures high-quality service across Customer Support, AR/Collections, and related processes.

The candidate will manage performance reviews, escalate issues, and drive continuous improvement while partnering with internal teams to onboard new clients and optimize the BPO relationship.