About the role:

The Sr. Program Manager, BPO Vendor Operations will play a critical role in the long-term success and infrastructure of our rapidly growing CX organization. Through your leadership and expertise, you will manage our relationships with third-party vendors,  support the vendor selection process, and ensure that vendors fulfill their contractual obligations. You’ll also drive vendor performance to exceed performance SLAs across response time, quality, productivity, and customer sentiment. At the same time, you’ll partner with internal, cross-functional stakeholders to continuously improve the customer experience. This work will ensure that the CX team flourishes and will enable us to scale with ClassPass’s continued growth.

 

Responsibilities:

  • Oversee the day-to-day operation and relationship with CX vendors
  • Develop strategies to drive results and improve BPO associate performance across digital channels
  • Analyze data in order to identify performance gaps as well as process and workflow opportunities; determine solutions and implement action plans accordingly
  • Ensure vendors fulfill contractual obligations and lead contract conversations and negotiations to ensure business needs are met
  • Visit vendor sites for relationship building, performance reviews and to assess overall program health (Dependent on travel restrictions)
  • Build and maintain strong relationships with internal and external stakeholders to manage performance expectations and overall service delivery, holding vendors accountable for overall performance execution
  • Orchestrate efforts with vendor teams to engage in meaningful, action-oriented  conversations during regular business reviews
  • Establish and solidify business plans and roadmaps related to recruiting, hiring, and training to optimize speed to proficiency
  • Set vendors up for success by ensuring their feedback is heard by internal stakeholders and prioritized to drive process, workflow, training, and platform improvements

 

Requirements:

  • 5+ years experience in customer experience, operations, management consulting, technology and/or related field with progressively increasing responsibility.
  • Minimum 2+ years BPO vendor management experience
  • Strong analytical prowess and proficiency with Tableau and Excel; SQL experience is a bonus
  • Natural problem-solver and quick thinker with the ability to work hard in a fast-paced, ever-changing environment
  • Deep passion for overall customer experience with a proven track record of driving innovation, optimization and process improvements
  • Strong understanding of tech space and CX metrics, processes, and tools
  • Ability to oversee multiple vendors or lines of business at once
  • In-depth understanding of contact center forecasting, scheduling and capacity planning
  • Previous experience launching and implementing new outsourced operations preferred

Who we are

ClassPass is revolutionizing the fitness and wellness industry by bringing together the world’s best classes and experiences into one app. Founded in 2013 by Payal Kadakia, ClassPass connects members to millions of classes in 30 countries around the globe, and is now available as a wellness benefit with some of the world’s leading employers. We make it easy to prioritize your health, whether you decide to head to a local studio, play an on-demand workout or book yourself a much needed wellness appointment. Over 100 million reservations later, we truly believe that we’re just getting started.

What we believe

At ClassPass, we believe in the power of movement. But we believe in more than just that. We believe in building for the future, creating more opportunities for everyone around the world to live fully and in good health. We believe that we can always push ourselves and our company to be better, and that there is power in the hard things when we’re all working together toward the same goal. We believe in building a diverse company where a sense of belonging is felt by employees, customers and partners alike. And we believe that the secret to ClassPass’ success is its people.

ClassPass is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other protected characteristics.

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