Process Lead

Brooksource; United States; On-site; USD 82,656 - 89,544; Part time

Benefits offered by this job

Competitive Health & Dental Benefit plans

Weekly Pay Checks

6 paid Holidays

401K Eligibility

Job summary

A leading IT services firm in the United States is seeking a BPO Lifecycle Process Lead to own the end-to-end lifecycle of Business Process Outsourcing engagements. You will create standard operating procedures, enforce governance controls, and collaborate with various stakeholders to ensure high-quality vendor delivery. The ideal candidate will have a strong background in process architecture and data literacy, with experience in healthcare BPO preferred. This role offers competitive benefits, including health and dental plans and 401K eligibility.

Qualifications

• Demonstrated understanding of BPO Life Cycle.
• Comfortable with dashboards and BI concepts.
• Experience in healthcare BPO is preferred.

Responsibilities

• Create and maintain standard operating procedures and playbooks.
• Develop and enforce technical quality score frameworks.
• Collaborate with security and compliance for validation.

Skills

Process Architecture & Mapping

Data Literacy

Governance Frameworks

Regulatory/Compliance Familiarity

Tools

Lucidchart

Job description

Brooksource provided pay range

This range is provided by Brooksource. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60.00/hr - $65.00/hr

Direct message the job poster from Brooksource

Professional Technical Recruiter @ Brooksource | BBA in Marketing and Finance

BPO Lifecycle Process Lead

The BPO Lifecycle Process Lead owns the end-to-end lifecycle of Business Process Outsourcing engagements — from intake and evaluation through contracting, onboarding, steady-state operations, performance management, continuous improvement, and offboarding. This role defines and enforces standard process frameworks, creates governance controls, designs operational workflows, and partners with business and technology stakeholders to ensure consistent, compliant, high-quality vendor delivery.

This individual acts as the connective tissue between procurement, legal, vendor management, operations, security, technology, and finance to ensure all outsourced work is delivered reliably, measured accurately, and evolved continuously.

Key Responsibilities

• Create and maintain standard operating procedures, playbooks, templates, and decision trees.
• Develop and enforce technical quality score (TQS) frameworks and performance rubrics.
• Partner with security, privacy, and compliance to validate PHI/PII controls, auditability, and access governance.
• Collaborate with IT to define technical onboarding, network connectivity, access provisioning, and telemetry requirements.
• Build and maintain vendor scorecards, service dashboards, and SLA monitoring standards.
• Establish change control processes for metrics, scope, and operational updates.
• Drive alignment across cross-functional teams: operations, legal, procurement, technology, service management, and vendor management office (VMO).
• Facilitate root‑cause analysis sessions and continuous improvement cycles.
• Lead process standardization, rationalization, and automation opportunities.
• Maintain documentation repositories for vendor knowledge, training, and compliance artifacts.
• Support audits (CMS, HIPAA, SOC, internal IT risk).
• Analyze vendor performance trends to recommend optimizations, remediation, and scaling decisions.
• Guide offboarding and decommissioning steps including data disposition, access removal, knowledge transfer, and service continuity.
• Services are onboarded with repeatable, zero‑surprises processes.
• BPO queues follow consistent taxonomies, dispositions, and reporting definitions.
• Metrics don’t mutate across vendors (…which is currently everyone’s favorite chaos).
• Scorecards and dashboards align across programs.
• Vendor escalations get resolved with real root causes, not finger‑pointing.
• Audit findings go down — not up.

Required Skills & Experience

Process Architecture & Mapping

• Demonstrated understanding of BPO Life Cycle
• BPMN, workflow modeling, RACI, SIPOC
• Working knowledge of Lucidchart (or related tools)

Data Literacy

• Understands data lineage, joins, completeness checks
• Comfortable with dashboards, scorecards, BI concepts

Governance Frameworks

• Telephony concepts (queues, dispositions, AHT, AUX states, ACW)
• Identity access concepts (joiner/mover/leaver)

Regulatory/Compliance Familiarity

• Trend analysis
• Vendor vs internal friction mediation

Preferred Experience

• Experience in healthcare BPO (clinical ops, claims, UM/CM, call routing)
• Background in service management (ITIL helpful)
• Lean Six Sigma familiarity (Green Belt+ preferred)
• Exposure to WFM (adherence, shrinkage, occupancy)

What’s in it for you?

Get your foot in the door with one of the most respected and fastest growing companies in the United States! Brooksource offers competitive Health & Dental Benefit plans, Weekly Pay Checks while on contract, 6 paid Holidays, and 401K Eligibility.

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting

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