BPO Sr. Operations Manager

Role Details

Contract Duration: Full-Time
Work Schedule: To be determined, though schedule flexibility is required
Work Type and Location: Remote: TX, AZ, DE, FL, GA, ID, KS, MD, MI, NV, NC, SC, OR, VA, WA
Expected Start Date: August 14, 2025

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

 

The Role

We’re seeking a Senior Operations Manager to lead and evolve a high-growth BPO program for a mission-driven, fast-scaling client in the healthcare technology space. This is not a transactional role. We are seeking an individual who brings operational excellence, strategic insight, and the ability to serve as an extension of the client’s internal team.
You will be responsible for the full operational lifecycle of the program: overseeing delivery, driving performance, influencing client strategy, and scaling teams and systems. This is an opportunity to build and refine an operation that is agile, data-informed, and tightly aligned to the client’s goals.

 

What You’ll Do:

Strategic Partnership & Program Leadership

• Serve as the senior operational lead and key stakeholder for a complex, multi-channel BPO program.
• Act as a thought partner to client leadership, understanding their business goals and providing proactive, consultative support to help them scale efficiently.
• Define and drive the program’s operational roadmap, aligning delivery strategies with long-term client needs.

Operational Strategy & Execution

• Design, implement, and continuously improve processes and workflows that ensure quality, efficiency, and scale-readiness.
• Own service-level performance, staffing plans, forecasting, and reporting for multiple operational tracks.
• Use data to identify patterns, diagnose challenges, and recommend improvements across the operation.

Team Leadership & Development

• Lead and mentor a cross-functional team of managers, team leads, and agents, fostering a high-performance and growth-focused environment.
• Build organizational capabilities by coaching leaders, managing change, and driving engagement across all levels of the team.
• Plan and manage headcount growth in alignment with client demand and program maturity.

Cross-functional Collaboration

• Work closely with internal teams, including Training, Workforce Management, Quality Assurance, and Business Intelligence, to ensure integrated service delivery.
• Facilitate clear and regular communication with both internal and client stakeholders to align goals, resolve issues, and surface opportunities.

 

What We Expect From You:

• Minimum 2 years of experience in operations leadership, with a strong background in managing outsourced service delivery or BPO programs.
• Demonstrated ability to lead high-performing teams, own client relationships, and deliver measurable business outcomes.
• Strong operational and analytical acumen. Must be comfortable with forecasting, performance analysis, and strategic planning.
• Executive-level communication skills and a consultative, partnership-oriented approach to client success.
• Experience managing programs with fast-changing scopes and navigating ambiguity with agility and poise.
• Preferred requirements:
  • Experience in healthcare, healthtech, or regulated service environments.
  • Familiarity with Zendesk, G-Suite
  • Process improvement certifications (e.g., Lean, Six Sigma) are a plus.

 

What You’ll Get In Return:

• Flexible working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

 

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].