BPO Sales Manager, Network Acquisition & Optimisation

Vinted; United States; Remote; USD 46,000 - 63,000; Full time

Benefits offered by this job

Share options programme

25 working days holiday

Newest MacBook models

Mental health support and EAP

Home office budget up to €540

Daily lunch allowance

Comprehensive Medical Coverage

Team-building events

Personal shopping budget

Workation up to 90 days/yr

Job summary

Vinted Go is seeking a BPO Manager to own end-to-end outsourced ops across multiple countries. You will govern vendor performance, manage budgets, and implement scalable processes with strong analytics and cross-functional collaboration.

You will operate in a remote-friendly, international setting, driving KPIs, contracts and playbooks while maintaining a focus on growth and efficiency.

Qualifications

• 3–5 years managing outsourced/BPO ops at scale across countries or multiple vendors
• Experience in sales, acquisition and growth in high-velocity environments
• Track record in vendor performance management — KPIs/SLAs, WBRs/MBRs, accountability
• Budget ownership: forecasting, tracking, and spend optimization across cost centers/vendors
• Able to build structure from unstructured starting points
• Analytical skills with dashboards/reporting tools and CRM
• Excellent stakeholder management and negotiation; hold agencies accountable
• Comfort operating across time zones and cultures in a multi-country footprint
• Languages: fluent in English, French and/or Spanish

Responsibilities

• Own end-to-end relationships with BPO/agency partners across countries: onboarding, day-to-day, escalations, offboarding
• Single point accountability for BPO performance; replace fragmented oversight
• Negotiate and manage contracts, SLAs, and terms with agencies
• Evaluate, select, onboard new BPO partners as we scale into new markets
• Build a standardized operating framework (reporting cadence, WBRs, MBRs, escalation paths) across agencies/countries
• Define and track KPIs/SLAs per agency/market; dashboards for real-time visibility
• Budget: forecast, track spend, report variance across all agencies/countries
• Identify underperforming partners/markets and drive corrective actions
• Scale governance, playbooks; align targets/budgets with Acquisition team

Skills

Vendor management

Budgeting

Data analytics

Languages (English, French, Spanish)

Stakeholder management

Negotiation

Tools

CRM

Job description

Brief info about Vinted

Our mission is to make second-hand the first choice, and we’re looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third.
The Vinted Group is made up of three business units that support this mission:

Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.

Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces.

Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.

Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania’s first unicorn! Today, our headquarters remain in Vilnius, and we’ve grown with offices across Europe, supported by a team of over 2,000 people.

Information about the position

Vinted Go’s acquisition team relies on a network of outsourced (BPO) partners across multiple countries to drive growth at scale. As we’ve expanded, managing this network across agencies, geographies, and performance targets has become a critical element for growth success. We’re hiring a BPO Manager to own this network end-to-end — turning a sprawling, hard-to-manage set of vendor relationships into a well-governed, high-performing extension of the acquisition team.

This is a high-ownership role for someone who can operate simultaneously as a vendor manager, a performance analyst, a budget owner and most importantly a guarantor of the Vinted Go sales philosophy outside of the internal organization — building on top of the structure that currently exists.

In this position, you’ll

Vendor & Relationship Management

• Own the end-to-end relationship with all BPO/agency partners across countries: onboarding, day-to-day management, escalations, and offboarding
• Act as the single point of accountability for BPO performance, replacing the current fragmented oversight
• Negotiate and manage contracts, SLAs, and commercial terms with agencies
• Evaluate, select, and onboard new BPO partners as we scale into new markets
• Build a standardized operating framework (reporting cadence, WBRs, MBRs, escalation paths) that works consistently across agencies and countries

Performance Management

• Define and track KPIs/SLAs per agency and per market (quality, productivity, conversion, adherence, etc.)
• Build and maintain dashboards/reporting to give real-time visibility into performance across the whole network
• Identify underperforming partners or markets and drive corrective action plans
• Partner with acquisition leadership to translate business targets into agency-level performance expectations
• Run calibration and quality assurance processes to ensure consistency across agencies and geographies

Budget Management

• Own the BPO budget across all agencies and countries: forecasting, tracking spend, and reporting variance
• Analyze cost-per-outcome (cost per lead/acquisition/hour) across partners and markets to drive efficiencyIdentify and execute cost-optimization opportunities without compromising quality
• Provide regular budget and performance reporting to finance and leadership

Scale & Process

• Design the processes and governance required to manage a multi-agency, country, language and cultural network sustainably
• Build and maintain playbooks for expansion into new markets/agencies
• Work cross-functionally with Acquisition team to align on targets, budgets, and reporting standards

About you

• 3-5 years of experience managing outsourced/BPO operations at scale, ideally across multiple countries or vendors simultaneously
• Experience in sales, acquisition and growth in high velocity environments
• Strong track record in vendor performance management — setting KPIs/SLAs, running WBRs & MBRs, driving accountability
• Budget ownership experience: forecasting, tracking, and optimizing spend across multiple cost centers or vendors
• Comfortable building structure and process from a relatively unstructured starting point
• Strong analytical skills — comfortable working in dashboards/reporting tools and CRM to track performance and cost
• Excellent stakeholder management and negotiation skills; able to hold agencies accountable while maintaining productive partnerships
• Comfortable operating across time zones and cultures given the multi-country footprint
• Languages: fluent in English, French and/or Spanish

Why This Role Matters

Managing our BPO is a critical part of our every scaling business. This role exists to bring order, accountability, and cost discipline to a network that’s continuously growing and building the foundation for further international and product scale.

Work perks

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Digital mental and emotional health support and Employee Assistant Program (EAP)
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• A daily lunch allowance
• Comprehensive Medical Coverage
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation

Working at Vinted

Workation policy

Better balance holidays with workdays by working remotely! Up to 90 days per year in the EU, of these, 21 days can be spent globally. For non-EU citizens, it’s 21 days worldwide. This can be combined with time off for vacation or personal time.

Individual learning budget

Each year, you’ll be given a learning budget (starting at €3,000), and a total of up to 10 working days over a 2‑year period to support your personal and professional development.

Equal opportunity

We welcome applications from everybody, regardless of your background, identity, or life experiences. Job openings come with guides, not checklists. If you’re excited about a role, but don’t identify with every point in the ‘About you’ section, apply anyway – you might still be the perfect match!

The annual gross salary range for this position is:

€40.800—€55.200 EUR