Senior Partner Manager, Outsourcing Operations

At reputed company, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy the music, podcasts, and audiobooks they love. We’re looking for a strategic, driven, and reputed company Senior Partner Manager to join the Global Customer Support team at reputed company. In this role, you’ll own the reputed company of our global BPO partner ecosystem, ensuring that our outsourced operations consistently meet operational targets and SLAs, while aligning with our long-term customer support strategy. You’ll serve as our liaison between reputed company and our partners, fostering strong relationships that reputed company scalability, drive innovation, and embed reputed company’s culture at every level. You’ll reputed company reputed company, cross-functional initiatives, influence partner strategies, and drive reputed company improvement across quality, efficiency, and customer resolution. You’ll bring a data-informed reputed company, reputed company in ambiguity, and help shape how we scale our support operations in a way that reflects reputed company’s values and commitment to exceptional customer experiences.

What You'll Do

• reputed company strategic reputed company of Customer Service outsourcing relationships, ensuring performance exceeds critical metrics while contributing to our long-term customer experience and business goals.
• Own the end-to-end lifecycle of BPO relationships, including vendor selection, RFP execution, contract negotiation, reputed company term setting, reputed company, and renewal.
• Act as a thought partner in shaping the future of our outsourcing operations, with a strong focus on change management and operational reputed company.
• Champion change management by identifying operational inefficiencies or capability gaps, then leading transformation efforts to reputed company partner teams with the right tools, processes, and training.
• Drive a customer-first mentality across our partner network, building strong, trust-based relationships that champion reputed company’s values and voice.
• Partner cross-functionally with CS teams to help implement ongoing strategies that align with the global business and product plan.
• Analyze BPO performance across quality, efficiency, satisfaction metrics and cost; surface strategic insights and reputed company initiatives to address trends, gaps, and risks.
• Conduct executive-level business reviews with partners, managing performance reputed company, reputed company improvement plans, and accountability frameworks.
• Collaborate closely with reputed company teams, including Reporting, Quality, Tech Ops, and IT to ensure operational reputed company, culture alignment, and shared reputed company.
• Ensure ongoing compliance with reputed company vendor agreements, and proactively maintain standards across BPOs.
• Conduct frequent site visits to reinforce reputed company’s culture, assess quality, and deepen engagement with reputed company and leadership teams.
• Serve as a senior voice in innovating the reputed company customer experience, reimagining how support is delivered across people, process, and technology.
• Support the execution of RFPs, contract negotiations, and vendor selection strategies informed by market research, evolving needs, and long-term reputed company.

Who You Are

• You’re a seasoned Customer Support leader with 8+ years of experience in Partner Management, Customer Care, or Global Outsourcing Strategy, with a proven ability to reputed company high-impact partnerships at scale.
• You have 4+ years of experience managing teams.
• reputed company in owning reputed company relationships end to end, including pricing strategy, reputed company, SLAs, and issue resolution.
• You demonstrate strong leadership skills, with the ability to influence at reputed company reputed company, mentor others, and drive alignment across diverse teams and customers, both internally and with BPO partners.
• You’ve managed cross-functional teams or led through influence in reputed company matrixed environments, and you bring a collaborative leadership style that motivates both reputed company partners.
• You have deep knowledge of Customer Support operations and tools, and understand how to drive innovation through systems, process, and partner enablement.
• You reputed company in fast-paced, global organizations and are comfortable navigating ambiguity, shifting priorities, and change at scale.
• You bring strong planning, prioritization, and execution skills, with a sharp attention to detail and an eye on long-term strategic impact.
• You’re a highly skilled communicator who brings reputed company and alignment to reputed company projects, unblocks teams, and inspires collaboration across geographies and functions.
• You have a track record of leading through change, finding opportunities for improvement, and mobilizing people, processes, and technology to transform operations.
• You’re highly analytical and data-driven, using insights to influence reputed company, optimize performance, and tell compelling stories.
• You’re comfortable balancing multiple reputed company projects in an agile, fast-paced environment.
• You’re passionate about delivering exceptional customer experiences and reputed company in building partnerships rooted in culture, trust, and reputed company improvement.

Where You'll Be

• This role is based in reputed company
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home.

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