Manager, BPO Strategy & Operations

The Manager, BPO Strategy & Operations will lead contact center operations related to our 3rd party Business Process Outsourcing (BPO's). They are passionate about the HelloFresh brand and enhancing our customers' experiences through managing chat, voice and email channels. You will also collaborate daily with Customer Care (CC) management with a focus on leveraging data to support recommendations for process and performance developments. You will travel approximately 50% of the time both within the United States and internationally.

You will…

Become the Subject Matter Expert (SME) on all parts of the BPO relationship including contractual obligations, performance expectations and BPO initiatives
Manage BPO performance with accountability for contact center metrics including: costs, service level agreements, AHT, CSAT, NPS, quality, retention and similar performance indicators
Be the main contact for partner escalations and identify real and potential problems, provide resolutions, alternate solutions and risk mitigation plans
Become part of the negotiations of vendor contracts to prioritize goals and outline performance expectations
Hold BPOs accountable to established contract terms and suggest alternatives
Evaluate performance and provide feedback to partners to increase customer satisfaction
Develop recurring assessment for each BPO site through report analysis, demonstration of internal technology, quality agreements and other related measurements
Audit BPO invoices to ensure accuracy and organize payments
Communicate tasks, decisions, and processes regarding operations and cross-departmental impacts to partners
Ensure cross channel quality through both remote monitoring and regular on-site visits to establish consistency of the HelloFresh culture and brand expectations
Institute best practices by conducting process reviews and memorializing process improvements through documentation
Contribute to the continuous improvement mindset across the CC function

You are....

Customer experience-obsessed and has an absolute passion for ensuring a great customer experience with every contact
A "Foodie"- fanatical about food!
A strong written and verbal communicator
Vocal when conveying a clear vision and leading others
Data driven and detail oriented
Optimistic and bold in making decisions and taking calculated risks

You have....

Bachelor's degree and 3-5 years of experience in contact center management, vendor relations or customer service operations related experience required
The ability to travel approximately 50% within the United States and internationally is required
Experience with telephony and CRM tools, experience with data visualization tools such as Tableau and/or Power BI is a plus
This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
Prolonged periods working at a desk and on a computer
Reading information on a computer screen and inputting data into a computer system

You'll get....

Competitive Salary & 401K company match that vests immediately upon participation
Generous parental leave of 16 weeks & PTO policy
$0 monthly premium and other flexible health plans effective first day of employment
75% discount on your subscription to HelloFresh (as well as other product initiatives)
Snacks, coffee & catered meals
Company sponsored outings & Employee Resource Groups
Collaborative, dynamic work environment within a fast-paced, mission-driven company

This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.

New York Pay Range

$97,500—$125,000 USD

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California Consumer Privacy Act Notice to Applicants and Employees *

Pursuant to the California Consumer Privacy Act (“CCPA”), this notice provides information about the categories of personal information Grocery Delivery E-Services USA, Inc. (dba HelloFresh) collects about applicants and employees, and the purposes for which the categories of personal information shall be used.

For purposes of this notice, “personal information” means information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular California resident or household, or as otherwise defined under the CCPA.

“Personal information” does not include publicly available information that is lawfully made available to the general public from federal, state, or local government records, nor does it include consumer information that is de-identified or aggregate consumer information. It also does not include health or medical information covered by the Health Insurance Portability and Accountability Act (“HIPAA”) or the California Confidentiality of Medical Information Act (“CMIA”), nor does it include personal information covered by other specific privacy laws, such as the Fair Credit Reporting Act (“FCRA”), the Gramm-Leach-Bliley Act (“GLBA”), the California Financial Information Privacy Act (“FIPA”), or the Driver’s Privacy Protection Act.

“Personal information,” includes but is not limited to the following:

A. Identifiers: Real name, alias, postal address, unique personal identifier, online identifier, internet protocol address, email address, account name, social security number, driver’s license number, passport number, or other similar identifiers.

B. Personal Information, as defined by California Civil Code section 1798.80(e):
Name, signature, social security number, physical characteristics or description, address, telephone number, passport number, driver’s license or state identification card number, insurance policy number, education, employment, employment history, bank
account number, credit card number, debit card number, or any other financial information, medical information, or health insurance information.

C. Characteristics: Characteristics of protected classifications under California or federal law.

D. Commercial Information: Records of personal property, products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies.

E. Biometric Information: An individual’s physiological, biological, or behavioral characteristics, including an individual’s deoxyribonucleic acid (DNA), that can be used, singly or in combination with each other or with other identifying data, to establish individual identity. Biometric information includes, but is not limited to, imagery of the iris, retina, fingerprint, face, hand, palm, vein patterns, and voice recordings, from which an identifier template, such as a faceprint, a minutiae template, or a voiceprint, can be extracted, and keystroke patterns or rhythms, gait patterns or rhythms, and sleep, health, or exercise data that contain identifying information.

F. Internet or Other Electronic Network Activity Information: Browsing history, search history, and information regarding a consumer’s interaction with an internet website, application, or advertisement.

G. Geolocation Data: Geolocation data.

H. Audio, electronic, visual, thermal, olfactory, or similar information: Audio, electronic, visual, thermal, olfactory, or similar information.

I. Professional or Employment-Related Information: Professional or employment-related
information.

J. Education Information: Information that is not publicly available personally identifiable information as defined in the Family Educational Rights and Privacy Act.

K. Inferences: Inferences drawn from any of the information identified above to create a profile about a consumer reflecting the consumer’s preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.

HelloFresh collects the following categories of personal information about applicants and/or employees:

A. Identifiers: Real name, alias, postal address, email address, social security number, driver’s license number, passport number.

B. Personal Information, as defined by California Civil Code section 1798.80(e):
Name, signature, social security number, address, telephone number, passport number,
driver’s license or state identification card number, insurance policy number, education,
employment, employment history, bank account number, or any other financial information, medical information, or health insurance information.

C. Characteristics: HelloFresh may collect characteristics of protected classifications under California or federal law as legally required, as permitted and in accordance with applicable state, federal, or local law.

D. Commercial Information: HelloFresh does not collect information from this category.

E. Biometric Information: Fingerprints.

F. Internet or Other Electronic Network Activity Information: Browsing history and search history.

G. Geolocation Data: Geolocation data.

H. Audio, electronic, visual, thermal, olfactory, or similar information:Thermal information.

I. Professional or Employment-Related Information: Professional and employment-related history.

J. Education Information: Education history.
K. Inferences: Inferences drawn from any of the information identified above to create a profile about an applicant’s or employee’s behavior, abilities, attitudes, and aptitude, depending on position.

HelloFresh uses the above categories of personal information for the following business
purpose(s):

• To make employment decisions and further the employee relationship;
• To facilitate payroll, benefit, and leave of absence administration;
• For health and security purposes;
• To obtain and/or maintain insurance policies and coverage;
• To comply with state and federal laws and regulations;
• To manage workers compensation claims and conduct workplace investigations

Have you reviewed the above California Consumer Privacy Act Notice to Applicants and Employees?

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