Fast Facts

The Senior Manager of BPO Operations will oversee daily performance and manage a 10-person support team for an EdTech start-up, focusing on SLA compliance and AI-assisted support tools.

Responsibilities: Manage offshore BPO vendor performance, track SLA metrics, act as operational owner of AI tools, and ensure compliance with FERPA and COPPA.

Skills: 5+ years in BPO vendor management, experience with SLA governance, QA frameworks, CRM platforms, and AI support tools.

Qualifications: Experience in K–12 EdTech preferred, along with management of AI-assisted support tooling.

Location: Remote position based in the US, with no specified travel requirements.

Compensation: $125000 - $130000 / Annually

The Senior Manager, BPO Operations, will own the day-to-day performance of the offshore support function for a fast-paced EdTech start-up.

The Senior Manager, BPO Operations will

Serve as the primary operational point of contact for the BPO vendor, managing the day-to-day performance of a 10-person dedicated support team
Own SLA performance tracking across first response time, resolution time by priority tier (P1–P4), CSAT, FCR, escalation rate, and QA score
Act as the operational owner of AI-assisted support tools: response co-pilots, auto-tagging, sentiment detection, and knowledge base surfacing
Ensure FERPA and COPPA compliance across all vendor operations: agent training certification, least-privilege data access, audit log oversight, and incident notification protocols

Requirements:

5+ years managing offshore or nearshore BPO vendor relationships in a SaaS or tech-enabled services environment, including SLA governance and vendor performance management
Proven track record running QA frameworks, calibration cadences, and agent performance management for contractor teams you don’t directly employ
Experience owning support operations reporting: daily summaries, weekly performance reports, monthly SLA analysis, and QBR facilitation
Comfortable navigating matrix organizations
Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk, Intercom, or equivalent)
Practical familiarity with AI-assisted support tools or support workflow automation
Experience with ChurnZero, Salesforce, or similar CS/CRM platforms
Experience in K–12 EdTech or assessment preferred
Experience deploying or managing AI-assisted support tooling preferred

Salary: $125-$130K + benefits

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