BPO Program Manager

CRAFT MEETS COMFORT.  At Resident, we believe your living space shouldn’t just look good, it should feel good. That’s why we’ve created a house of brands that focuses on quality materials, timeless style, and most importantly, comfort. Our current brands include the award-winning Nectar, DreamCloud, Awara, and Siena products and we continue to invest in new categories to broaden our offering and address our customers’ needs.

Since our inception in 2017, Resident has become one of the fastest growing, scaled, and profitable omnichannel retailers in North America. We are a disruptor in the broader home furnishings category underpinned by deep and proven expertise in data science & analytics, performance marketing, and e-commerce technology. As our business continues to grow, we are focused on building world-class retail, finance, operations, logistics, data science, performance marketing, and customer success-driven teams that thrive in a modern work environment.

At Resident, our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.

To be considered for this remote opportunity, you must reside and be authorized to work within the United States. You must be able to work a flexible schedule, which includes industry standard retail holidays.

About the role:

The BPO Program Manager will be responsible for implementing business initiatives and driving the efficiency and budgetary performance of our 3rd party BPO partners. This leader will be the liaison for our business with our outsourced customer success programs and partners. This leader will also be responsible for maintaining program success through the analyzing of data, identifying and noting trends, working collaboratively on staffing forecast and demand, and the allocation of staffing resources to meet the business objectives. Key areas of responsibility will be to ensure that the BPO meets the goals of our Customer Success operations. 

What you’ll be doing:

• Collaborate with the Resident Customer Success team and BPO leadership to help manage the BPO program budget.
• Maintain regular communication with BPO team leadership and stakeholders, ensuring all parties have accurate and current information.
• Assist with the research of internal and external best practices with recommendations for process improvements.
• Assume ownership of the implementation, change management, and compliance of success metrics.
• Collaborate with cross-functional teams to develop and execute strategies and initiatives, ensuring the program meets milestones.
• Collaborate with the Resident and BPO leaders (or equivalent) to surface trends and risks.
• Collaborate with Resident and BPO workforce management teams to ensure productivity metrics for program efficiency.
• Discuss and implement plans of action to improve overall program performance.
• Share BPO policy and operational process best practices to align with Resident’s business needs.
• Manage budget for production hours, business needs, and productivity.

Qualifications/Skills:

• 2-4 years of proven BPO process management experience
• Service/support experience in a call center or remote environment
• Experience working with a BPO or hybrid team
• Comfortable with data analysis with proficiency in Google Sheets or Excel
• Familiarity with sales and service KPI metrics ( SLA, AHT, CSAT, ACW, AOV)
• Comfortable with ambiguity and a fast-paced agile environment
• Strong interpersonal skills with the ability to bring an upbeat, professional, and respectful approach to internal and external customers
• Well-organized, with exceptional attention to detail and ability to prioritize and time manage for successful execution
• A demonstrated ability to listen to customer needs
• Excellent written and spoken English
• Comfortable and familiar with working from home and being a self-starter.
• Experience in a startup, DTC, or e-commerce environment is a plus
• Strong computer literacy with the ability to quickly learn and adapt to new platforms
• Experience/proficiency in programs such as Five 9, Chat Tools, Google Suite, Slack
• Ability to apply sound, independent judgment and discretion on matters of substantial importance to the company in performing duties, resolving complex problems, and interpreting policies and regulations.

What We Offer (subject to eligibility requirements):

• Remote-first workplace (since 2016!)
• Competitive pay.
• Health, Vision & Dental Insurance.
• HSA company contributions.
• 401K with a company match component.
• Generous Paid Time Off.
• Wellness benefits.
• WFH office and cell phone/internet stipend.
• A FREE MATTRESS plus an awesome Friends and Family discount!

If you reside in a state or location where pay transparency laws or regulations have been adopted, please read the following: The salary range for this position is $63,000 - $75,000. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at [email protected]

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics.

Resident is proud to be a Remote-first company and maintains policies to support our unique flexible work location culture. However, there are a few important parameters to our work-from-home-culture: While we currently employ Residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.

Resident Home participates in E-Verify.