BPO Operations Lead for World-Class CX & SLA

Socket.dev; Overland Park (KS); On-site; USD 120,000 - 170,000; 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, BPO Operations to lead the day-to-day delivery of our outsourced customer experience through a BPO partner. You will own SLA performance, quality oversight, workforce planning, escalation management, and continuous improvement.

Reporting to the VP of Three Rivers Customer Experience, this leader translates strategy into execution and coaches a small internal team while partnering with internal groups to onboard new clients and maintain a customer-first

Qualifications

• 7+ years in operations leadership with outsourced/BPO experience.
• Bachelor’s degree in business, operations, finance, or related field.
• Experience in customer support, order-to-cash, or AR ops, ideally in B2B/payments/fintech.
• Proven ability to manage rhythms (WBRs/QBRs) and drive accountability with data.
• Experience with staffing optimization in outsourced delivery models.

Responsibilities

• Act as primary ops lead with BPO partner across all service lines (CS, AR/Collections, Unapplied Cash).
• Own weekly/monthly reviews, quality calibrations, and escalation management.
• Monitor SLA performance, identify trends, and drive corrective actions.
• Ensure compliance with contract terms, reporting, change controls, and commercial provisions.
• Lead workforce coordination, staffing, scheduling, attrition, and capacity planning.

Skills

Outsourced/BPO leadership

Vendor performance management

SLA enforcement

Quality oversight

Operations leadership

Workforce planning

Lean/Six Sigma

Data-driven decision making

Education

Bachelor’s degree in business/operations/finance

Tools

Microsoft Office

Job description

TreviPay is seeking a Senior Manager, BPO Operations to lead the day-to-day delivery of our outsourced customer experience through a BPO partner. You will own SLA performance, quality oversight, workforce planning, escalation management, and continuous improvement.

Reporting to the VP of Three Rivers Customer Experience, this leader translates strategy into execution and coaches a small internal team while partnering with internal groups to onboard new clients and maintain a customer-first