Senior Manager, Offshore Support
WHAT IS BOX?
Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal.
By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers over 100,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud.
WHY BOX NEEDS YOU
Box is growing fast. Real fast. Every business in the world is looking to modernize the way that they work. As the leader in Cloud Content Management, Box is the only company that can help enterprises transform how people work together.
That's where you come in! In order to meet the customer support needs of our customers, we rely on outsourced partners to augment our internal Boxer support team. These partners are responsible for a substantial amount of our ticket volume and are a critical component of the Global Support Services team at Box. To ensure our partners continue to meet the needs of our growing business, we need an experienced vendor manager with deep support operations knowledge to join our team.
WHAT YOU'LL DO
Lead a Boxer team aligned to customer escalations and enablement for our BPO partner.
Oversee operations for outsourced technical support, moderation, billing customer service, AR, and churn processing teams.
Design, monitor, and enforce Service Level Agreements.
Consult with vendor on improvement and remediation plans as issues arise.
Plan and execute successful projects in training, quality, and operations.
Work with internal stakeholders to ensure alignment between the team’s performance and business requirements.
Work cross-functionally with groups such as Order Management, Enterprise Systems, GTM Ops, Legal, Compliance, and Sales, both as an internal resource and to resolve systems and customer issues.
Develop clear OKRs (Objectives and Key Results) for the team, and development plans for individual contributors.
QUALIFICATIONS
5+ years of program management and/or support management experience, preferability in support operations or technical support/customer service within an enterprise B2B tech company
Refined problem-solving skills with demonstrated ability to continuously improve performance and scale knowledge through the organization
Experience with BPO management, either on the client or vendor side
Experience developing KPIs and SLAs for a third-party vendor
Fluency in quality assurance, onboarding, change management, and process improvement within a support organization
Ability to motivate and manage the performance of individuals with a hands-on, influential leadership style
Strong relationship building skills, a track record of fostering strong internal and external partnerships
Willingness to travel internationally up to 10% annually
Ability to lead teams distributed in offices and in remote work environments
You have cultural awareness and are focused on inclusive work practices
Nice to have
Experience working with BPO partners in the Philippines.
BA/BS or equivalent experience.
BENEFITS
- Visit this webpage to check out all of our exciting healthcare benefits: https://join.collectivehealth.com/box
- For all other benefits, please check out: Box Benefits + Perks
EQUAL OPPORTUNITY
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
HEALTH AND SAFETY
To promote the health and safety of all Boxers and our communities, in order to "Go to Work" at Box in the U.S., you must be Fully Vaccinated or have an approved accommodation. "Go(ing) to Work" at Box is defined as visiting a Box office, facility, or co-working site, visiting or meeting in person with fellow Boxers, Box clients and/or customers, vendors, or partners, engaging in business travel, and or participating in any Box-sponsored and/or related activity where others are present. If you are fully remote and do not "Go to Work,” the vaccination requirement is not applicable. "Fully Vaccinated" means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are unable to get a vaccine due to a medical condition, a sincerely-held religious belief or another legally recognized reason, Box will consider requests for an accommodation.
For details on how we protect your information when you apply, please see our Personnel Privacy Notice.
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