Senior BPO Vendor Specialist

SeatGeek

New York City, NY, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 04/29/2021
  • Website: seatgeek.com
  • Company Address: 400 Lafayette St, Fl 4, New York, NY, 10003

About SeatGeek

Help the world experience more live. SeatGeek was built in 2009 as the only mobile ticketing marketplace created with fan experience top of mind.

Job Description

We’re an agile CX department looking for a curious, detail-oriented professional to bridge the gap between an ambitious in-house staff and an expanding BPO workforce, in a constantly shifting live events landscape.

The BPO Program Manager is a role within our broader CX leadership group of Specialists and Leads—specifically as part of the CX Operations team—with a focus on management, communication, and daily operations for BPO vendor-partner relationships. This role supports departmental efforts to scale effectively and efficiently, specifically as it pertains to growth within our BPO partnership, while maintaining industry-leading BPO relations and fostering culturally relevant and respectful collaboration.

What you’ll do

  • Take a lead role in the oversight and optimization of the department’s BPO vendor partnerships, focused on managing KPIs and SLAs in service to departmental success, identifying and ameliorating knowledge or performance gaps, and regularly communicating SeatGeek’s initiatives and priorities to key BPO stakeholders.
  • Communicate broad BPO-focused goals to in-house stakeholders, including owning programs of incentivization towards company-wide goals, summarizing and sharing of key takeaways and action items, and monitoring external staffing resources in alignment with budgeted and forecasted needs.
  • Create, implement, and optimize processes in close collaboration with other CX stakeholders and departments within SeatGeek.
  • Support staffing, forecasting, and budgeting efforts and take the lead in making staffing requests at the daily and weekly level, including communicating on- and offboarding requests and any necessary role/title/permission changes.
  • Closely and regularly collaborate with top members of CX leadership to foster positive change in the team’s performance and healthy communication practices between our in-house and BPO staff.
  • Travel internationally and domestically to maintain partnership health, potentially comprising up to 15% of workable hours (~36 working days per year).

What you have and who you are

  • Experience overseeing a multi-site BPO vendor relationship, 1 year minimum
  • Experience with seasonal staffing ramp up and down, optimizing BPO resources with expected contact volume
  • Expert-level experience with various CX/support tools and processes
  • Experience working with other departments to complete cross-functional projects
  • Self sufficiency; the ability to formulate/implement strategies with minimal supervision and direction is critical. 
  • Excellent communication with internal and external stakeholders
  • Comfort leading meetings with all levels of the team and org as needed, including company all hands and executive meetings
  • Comfort with data and interpretation, able to dive deep and present logical trends in an intelligent, holistic, and straightforward way
  • Ability to find creative solutions/workarounds for new or complex problems and write documentation on how to handle in the future
  • Experience managing one or more projects through to completion, meeting outlined deadlines and expectations

Perks

  • Equity stake in a well-funded growth stage company
  • A superb benefits package that supports health/dental/vision. We also provide annual subscriptions to Headspace, Ginger.io, and One Medical 
  • A focus on transparency. We have regular company meetings and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
  • $120 a month to spend on tickets to live events
  • Annual subscription to Spotify, Apple Music, or Amazon music
  • Covid-19 Response: We’re not expecting employees to return to the office until July 2021 at the earliest. Once it’s again safe to do so, we look forward to welcoming people back to our offices

Related Jobs

Senior Software Engineer

SeatGeek - New York City, NY, US

Senior Android Engineer

SeatGeek - New York City, NY, US

Staff Software Engineer

SeatGeek - New York City, NY, US

Senior Frontend Engineer

SeatGeek - New York City, NY, US

Senior Data Analyst

SeatGeek - New York City, NY, US
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.