Head of Outsourcing - BPO

We're building the future of advertising and are looking for the minds to help us do it. Darkroom is a progressive omni-channel growth marketing agency focused on retail, e-commerce, and consumer businesses. We have been recognized as one of the fastest growing private companies in America by Inc. 5000 (2023), a top 1% digital advertiser by Varos (2023), and our founders were named Forbes 30 Under 30 recipients for Marketing and Advertising North America (2024).

At Darkroom, we help grow the world’s best brands. Since 2017, we’ve sourced tens of thousands of candidates and have build a robust proprietary talent infrastructure across our global hubs. Now, we’re offering our clients access to dedicated resources across our Hubs, focusing specifically on Portugal and South Africa. Our mission is to provide the most efficient marketing outsourcing resources to our clients, empowering them to scale their businesses with top-tier talent and transparent pricing.

Darkroom is looking for an experienced Director of Outsourcing to build and lead our dedicated resource team across all agency verticals. At Darkroom, we have focused on building world-class marketing services and have built one of the preeminent brands in the growth agency space, with over 85 employees in offices around the globe.

The Director of Outsourcing (BPO) will be responsible for launching, growing, and ensuring the profitability of Darkroom’s Business Process Outsourcing (BPO) department. The Director will be responsible for developing strategies that integrate dedicated resources within our existing agency offering, building out scalable outsourcing operations within our existing departments or building an entirely new department, and being responsible for the growth of the dedicated resource offering at Darkroom. You will lead the strategy, operations, and team necessary to build a high-performing and scalable BPO service. This role requires a blend of entrepreneurial vision, operational excellence, and people leadership. You’ll work closely with internal teams, global talent hubs, and clients to deliver exceptional value, leveraging Darkroom’s respected brand and infrastructure.

• Serve as the primary point of contact for BPO clients, ensuring a high level of transparency and communication.

• Design and implement a 30-60-day hiring process to source, vet, and onboard top-tier talent tailored to client requirements.

• Work with clients to define role specifications, organizational needs, and desired outcomes for outsourced teams.

• Oversee the creation of service agreements, pricing models, and deliverables that align with Darkroom’s principles of cost transparency and quality.

• Coordinate the workflow and strategic management of all dedicated resources

• Work with our CEO to build and manage a comprehensive strategy to launch, scale, and operate the highest quality BPO services across the agency and in the creative marketing space.

• Work with existing Darkroom departmental infrastructure to discover the best resourcing management model for our unique outsourcing strategy.

• Identify key roles to outsource based on existing agency infrastructure.

• Work with our Director of People to focus on strategies around key resourcing hubs and roles.

• Work with our sales team to integrate dedicated resourcing into our agency sales process pitch.

• Work with Department heads to figure out the optimal fractional to dedicated resource workflow to enhance client and employee experience.

• Establish processes to streamline talent sourcing, hiring, and onboarding across global hubs.

• Ensure all hires are equipped with the necessary technology, benefits, and management support.

• Monitor and optimize the profitability of the BPO division, ensuring revenue targets are met.

• Track performance metrics to ensure client satisfaction and operational efficiency.

• Collaborate with the marketing team to create compelling landing pages, sales collateral, and outreach campaigns to attract new clients.

• Work with our VP of Operations to roll out trainings to up-skill new applicants at pre determined pace

• Collaborate with global sourcing leads to identify and attract the best candidates across hubs.

• Maintain relationships with local talent networks to ensure a continuous pipeline of skilled professionals.

• Champion employee development by integrating outsourced hires into the Darkroom agency ecosystem, fostering industry-leading skillsets.

• Serve as boots on the ground in our key resourcing hubs (Portugal and South Africa)

This individual must be highly entrepreneurial and willing to work in a fast-paced environment with changing requirements. This candidate will be expected to be in person boots-on-the-ground at our operations when established in Portugal or South Africa.

• Work with our sales team to grow a 90k MRR service within 12 months.

• 7+ years of experience in agency outsourcing, BPO, or operations management.

• Proven track record of launching and scaling a BPO service or similar operational function.

• Experience managing global teams and sourcing talent across multiple locations.

• Strong understanding of cost structures, pricing models, and client engagement strategies.

• Entrepreneurial mindset with a focus on building scalable systems and delivering value to clients.

• Exceptional communication and negotiation skills, with a client-first approach.

• Strong leadership and team-building abilities to create a high-performing division.

• Proficiency in Notion and Figma.

• Passion for empowering entrepreneurs and delivering exceptional outsourcing experiences.

• Commitment to transparency, excellence, and innovation.

• Ability to thrive in a fast-paced, collaborative environment.

• Unlimited Vacation Policy, and Holidays: Rebooting is one of the most important parts of growth. At Darkroom, you have access to a flexible vacation policy, and 10 holidays throughout the year to keep you recharged and sharp.

• Location, location, (or no) location: Remote-first culture with a strong community base. With Hubs in LA, The Bay Area, New York, Philly, Sao Paulo, Lisbon, and Eastern Europe.

• Endless opportunities for growth: Our agency is founded on an interdisciplinary approach, giving Darkroomers insights into services far beyond your job description. Grow your skills and interests beyond your niche and stay at the forefront of the industry through total immersion in cross-functional collaboration.

The hiring process for this position typically follows four stages, including a take-home caste-study.

Darkroom is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.