BPO Manager

About Ascend

Ascend is a fast-growing SaaS company that helps mid-market and large enterprise customers automate accounts payable processing through text extraction, machine learning, and powerful integration into their financial systems, saving them millions each year. Our clients include household names like NASCAR, Panera, Virgin Voyages, Life Time Fitness, and PGA Tour, as well as many of the nation’s largest hospitals, financial services providers, and higher education institutions.

Ascend is a fully remote company that offers competitive pay, exceptional benefits, and unlimited time off. Most importantly, we offer the chance to learn, take ownership, and build your career the way you’ve envisioned.
What would you do at Ascend?

The BPO Manager will be responsible for overseeing and optimizing Ascend’s BPO (Business Process Outsourcing) and human-in-the-loop (HITL) processes. This role will involve managing document recognition workflows, enhancing operational efficiency, and improving the quality of services delivered to our clients. The BPO Manager will develop and maintain a comprehensive reporting suite that tracks HITL performance, customer satisfaction, and operational metrics to ensure data-driven decision-making and continuous improvement. This role will work closely with the Document Intelligence Team to refine document recognition models, establish high standards across HITL processes, and support customer satisfaction by proactively addressing and resolving complex support issues.
The salary range for this position is $80,000 - $90,000.
Your day-to-day would include

• Centralize and manage all HITL and OCR support issues to streamline workflows and expedite resolutions.

• Determine best-case recognition scenarios, such as when to use HITL versus full OCR, to improve recognition accuracy during customer onboarding.

• Collaborate with the Document Intelligence Team to refine OCR models, ensuring they meet supplier- and field-specific requirements.

• Proactively address and troubleshoot customer inquiries related to OCR and AI recognition processes.

• Develop and maintain a comprehensive reporting suite that tracks HITL performance, recognition accuracy, customer satisfaction, and operational efficiency.

• Analyze customer feedback and support ticket data to identify trends and drive continuous improvement in document recognition processes.

• Act as an escalation point for complex HITL-related issues, coordinating between technical and non-technical teams to resolve customer concerns.
 

What is Ascend looking for in a candidate?

• 4+ years of experience in operations management, with a focus on BPO, or human-in-the-loop (HITL) program management.

• Demonstrated experience implementing and managing program management methodologies such as Lean, Six Sigma, Agile, or Kaizen in an operational setting.

• Proven ability to optimize operational efficiency or manage HITL workflows for accuracy and consistency.

• Strong analytical skills with proficiency in SQL, Excel, or other BI tools like Tableau or Power BI.

• Effective communication and collaboration skills with experience working across product, engineering, and customer success teams.

• Familiarity with R/Python for performance analysis is a plus.

• A strong sense of urgency, attention to detail, and an ability to prioritize effectively.
 

Why should you apply?

• Competitive salary and a comprehensive healthcare plan (100% covered for employees, 50% for dependents).

• Generous retirement plan match.

• Lifelong Learning Allowance for personal enrichment (e.g., cooking, dance, or language lessons).

• Flexible time off, 10 paid holidays, Flex Fridays during summer, and one week off between Christmas and New Year’s.

• A platform for good: Diversity, Equity & Inclusion programs, charity matching, and volunteer days.

• Remote-first culture where you’ll feel connected to the team no matter where you are.

• Flexible schedules and generous parental leave programs.

• Top-tier tools and tech for your best work (hardware, software, and home office setup).

Our Interview and Hiring Process

At Ascend, we value thorough, transparent, and thoughtful hiring. Our process evaluates your past experience, strengths, and areas for growth. Here’s how it works:

1. Application

2. Screening interview – phone call (30-60 minutes)

3. Deep dive interview with the hiring manager – video call (90+ minutes)

4. Focused interviews with select potential teammates – 2 video calls (45 minutes each)

5. Reference calls with previous managers

6. Offer letter