Program Manager, CX BPO Partner Operations
Manila, Manila, Philippines — Customer Experience
About the Company
Worldcoin is a new, collectively owned global currency that will be distributed fairly to as many people as possible. Worldcoin will launch by giving a free share to everyone on Earth. We believe that this is an essential step to accelerate the transition towards a more inclusive global economy, providing new ways for everyone to share future prosperity. We hope you’ll join us on our ambitious journey.
This opportunity would be with Tools for Humanity.
Location: Manila, Philippines or remote
About the Role:
- Develop and maintain strong, strategic relationships with external customer support vendors, ensuring alignment with our company's objectives and customer experience standards.
- Regularly evaluate vendor performance against key metrics and standards, implementing continuous improvement initiatives to address any gaps.
- Lead the negotiation of contracts, rates, and Statement of Work (SOW) requirements, securing favorable terms while ensuring compliance with service level agreements (SLAs).
- Coordinate with internal teams to forecast customer support needs, including volume forecasting and workforce planning, to ensure vendors are adequately staffed to meet demand.
- Conduct regular site visits to vendor locations to audit processes, review operational effectiveness, and foster a culture of continuous improvement and excellence.
- Manage the financial aspects of vendor partnerships, including budgeting, invoice reconciliation, and financial forecasting, ensuring cost-effectiveness and ROI.
- Facilitate the integration of new technologies and processes across BPO partners to enhance customer support capabilities and efficiency.
- Serve as the primary liaison between the company and external partners, effectively communicating needs, expectations, and feedback from all stakeholders.
About you:
- Proven experience in BPO vendor management, ideally within a fast paced, high growth support context, with a track record of improving vendor performance.
- Strong negotiation skills, with experience managing contracts and financial agreements.
- Excellent communication and interpersonal skills, with the ability to build relationships with partners and stakeholders at all levels.
- Analytical mindset, capable of interpreting performance data to drive decision-making and improvements.
- Ability to work in a fast-paced environment, managing multiple projects and responsibilities simultaneously.
- Willingness to travel extensively, including international travel, to meet with partners and conduct site audits.
- Adaptability and flexibility, with the capacity to quickly adjust to new challenges and business needs.
Worldcoin participates in the E-Verify Program
Worldcoin is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. Worldcoin is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.
Worldcoin is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.