ZipRecruiter

Log In

1

Bpo Management Jobs (NOW HIRING)

Gorgias

BPO Leader

San Francisco, CA · On-site

$190K - $214K/yr

The BPO Program Manager will serve as the single owner of the program, responsible for pre-sales qualification, BPO partner management, account-level automation planning, and reporting program ...

Shalaka Management Services

BPO - Insurance services: ===== Responsibilities: - Sales of Insurance BPO capabilities in US & Canada markets - Add new customers for Insurance BPO - Achieve revenue targets - Manage client ...

NTT DATA Services

BPO Director

Lincoln, NE · On-site

Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals. * Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance ...

Chubb

Director, BPO Office

Chicago, IL

Effectively collaborate with executive management and senior leadership teams to develop a strategic framework, standard operating procedures, and key timelines for BPO transitions that is efficient ...

NTT DATA Services

BPO Director

Lincoln, NE · Remote

Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals. * Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance ...

NTT DATA Services

BPO Director

Lincoln, NE · Remote

Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals. * Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance ...

Flight Centre Travel Group (usa) Inc

Ignite BPO Operations Manager - Broadbeach, QLD Apply now Refer a friend Job no: 531197 Brand ... Strong stakeholder management and communication skills * Experience with performance frameworks and ...

NTT DATA Services

BPO Senior Director

Plano, TX · On-site

Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals. * Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance ...

NTT DATA Services

BPO Senior Director

Plano, TX · Remote

Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals. * Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance ...

MCI Careers

VP BPO Sales

Virginia Beach, VA · Remote

We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ... Relationship Management Build and maintain trusted relationships with C-suite executives and key ...

NTT DATA Services

BPO Senior Director

Plano, TX · Remote

Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals. * Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance ...

MCI Careers

VP BPO Sales

Kansas, KS · Remote

We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ... Relationship Management Build and maintain trusted relationships with C-suite executives and key ...

MCI Careers

VP BPO Sales

Iowa, IA · Remote

As VP of BPO Sales, you will play a critical role in shaping the company's growth trajectory ... Relationship Management Build and maintain trusted relationships with C-suite executives and key ...

MCI Careers

We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service ... Relationship Management Build and maintain trusted relationships with C-suite executives and key ...

next page

Showing results 1-20

All JobsBpo Management Jobs

Bpo Management information

See salary details

$35K

$74.4K

$114.5K

How much do bpo management jobs pay per year?

As of Jun 13, 2026, the average yearly pay for bpo management in the United States is $74,412.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,000.00 and $90,000.00 per year, depending on experience, location, and employer.

What is BPO management?

BPO management refers to the administration and oversight of Business Process Outsourcing (BPO) operations. It involves managing teams, workflows, and client relationships to ensure that outsourced business functions—such as customer service, IT support, or accounting—are performed efficiently and meet quality standards. BPO managers are responsible for optimizing processes, maintaining service level agreements, and driving continuous improvement to deliver value to clients. The role also requires strong leadership, communication, and problem-solving skills.

What are the key skills and qualifications needed to thrive in BPO Management, and why are they important?

To thrive in BPO Management, you need expertise in operations management, process optimization, and a bachelor's degree in business or a related field. Familiarity with CRM platforms, workforce management software, and quality assurance systems is typically required, along with Six Sigma or similar certifications being advantageous. Exceptional leadership, problem-solving, and communication skills help managers inspire teams and drive client satisfaction. These abilities are crucial for ensuring efficient service delivery, client retention, and continuous improvement in fast-paced BPO environments.

What are some common challenges faced by BPO management professionals, and how can they be addressed?

BPO management professionals often encounter challenges such as managing high employee turnover, maintaining consistent service quality, and adapting to shifting client requirements. Addressing these challenges requires strong leadership, regular training programs, and clear communication channels within teams. Implementing robust quality assurance processes and fostering a positive work culture can also enhance employee retention and client satisfaction. Additionally, staying updated with industry trends and technology helps management respond proactively to changes in client needs.

Is BPO a good job?

BPO management involves overseeing business process outsourcing operations, which can offer stable employment, opportunities for skill development, and competitive salaries. However, it often requires working in shifts, handling high-pressure situations, and maintaining good communication skills. Whether it is a good job depends on individual preferences and career goals.

What does a BPO manager do?

A BPO manager oversees the operations of a business process outsourcing center, ensuring service quality, managing client relationships, and coordinating staff to meet performance targets. They often analyze performance metrics, implement process improvements, and supervise team leaders to ensure efficient delivery of services.

What is BPO in management?

BPO in management refers to Business Process Outsourcing, where companies delegate specific business functions such as customer service, technical support, or back-office tasks to external service providers. BPO management involves overseeing these outsourced processes to ensure quality, efficiency, and cost-effectiveness, often requiring skills in vendor management, process optimization, and communication tools.

What is the difference between Bpo Management vs Customer Service Supervisor?

AspectBpo ManagementCustomer Service Supervisor
ResponsibilitiesOversees multiple teams, manages operations, implements strategiesSupervises customer service agents, handles escalations, ensures quality
Required SkillsLeadership, process management, communicationCustomer handling, conflict resolution, team supervision
Work EnvironmentCall centers, outsourcing firms, corporate officesCall centers, customer support centers
Common CertificationsManagement certifications, BPO-specific trainingCustomer service certifications, communication courses

While both roles focus on customer interactions, Bpo Management involves overseeing entire operations and multiple teams, whereas a Customer Service Supervisor directly manages customer support agents and handles day-to-day customer issues.

What jobs are considered BPO?

BPO (Business Process Outsourcing) jobs include roles such as customer service representatives, technical support agents, data entry operators, back-office assistants, and call center agents. These positions typically involve handling customer inquiries, processing transactions, or managing administrative tasks, often requiring communication skills and familiarity with specific software tools.
More about Bpo Management jobs
What cities are hiring for Bpo Management jobs? Cities with the most Bpo Management job openings:
What job categories do people searching Bpo Management jobs look for? The top searched job categories for Bpo Management jobs are:
Infographic showing various Bpo Management job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, and 99% Full Time. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $74,412 per year, or $35.8 per hour.
BPO Leader

BPO Leader

Gorgias

San Francisco, CA • On-site

$190K - $214K/yr

Full-time

Posted 13 days ago

Job description

We believe conversations will become the #1 way to shop.
At Gorgias, we're building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we're leading that shift.
Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we're making shopping feel more natural, human, and connected than ever before.
To win, we focus relentlessly on:
  • Quality: conversations that feel authentic and on-brand.
  • Experience: effortless shopping from chat to checkout.
  • Re-engagement: personal, 1-1 dialogue instead of noisy marketing.

The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.
Join us to make Conversational Commerce real.
About the Role
Gorgias 360 is the managed customer experience offering from Gorgias: the company does not solely provide software, it takes full ownership of a merchant's customer support operation, pairing the Gorgias AI platform with a dedicated AI+human agent team through BPO partners. Gorgias bills customers directly for the full Customer Experience service (software and agents combined), agent delivery is subcontracted to a BPO partner under certain agreements. The program currently manages a portfolio of active Gorgias 360 accounts and is strategically important: it enables Gorgias to serve mid to large size merchants who require a full-service offering.
The Gorgias 360 program has demonstrated real market traction with several accounts and is now at an inflection point, it needs a dedicated owner who can take it from an early-stage experiment to a repeatable, scalable motion. The BPO Program Manager will serve as the single owner of the program, responsible for pre-sales qualification, BPO partner management, account-level automation planning, and reporting program economics to leadership. The role sits within the Customer Experience organisation and works cross-functionally with Sales, Implementation, and Customer Success teams and reports directly to the COO.
What You'll Do
Program Economics
  • Drive target accounts from current automation baselines toward the automation threshold
  • Track key metrics across all accounts on a weekly basis: automation rate, agent headcount, BPO costs, and ticket volume
  • Manage the agent staffing model with the BPO partner: enforce productivity standards, reduce excess headcount as automation scales, and manage staffing notice periods proactive
  • Maintain the cost model and provide regular updates to Finance and leadership on trajectory and risk

Pre-Sales Qualification
  • Partner with Sales on every new Gorgias 360 opportunity prior to contract signature
  • Conduct structured automation feasibility assessments: evaluate ticket mix, integration complexity, automation opportunity, and merchant operational maturity
  • Issue a clear go/no-go recommendation on whether a prospect fits the programm
  • Translate assessments into contract terms: automation commitments, SLA definitions, and appropriate commercial language

BPO Partner Management and Sourcing
  • Own the day-to-day relationship with the BPO partner: staffing requests, agent onboarding and offboarding, and performance reviews
  • Lead regular business reviews covering efficiency metrics including CSAT, tickets per agent, number of agents and resolution rates
  • Renegotiate SLA agreements where they create structural cost overruns
  • Serve as the escalation point for operational issues: agent attrition, SLA misses, and account transitions
  • Source and evaluate new BPO partners as the program scales, including contract negotiation, onboarding, and performance benchmarking

Automation Roadmaps
  • Work with Customer Success Managers and Implementation Managers to develop account-specific automation plans: priority areas, blockers, and timelines to reach targets
  • Identify and escalate product gaps blocking automation progress, with clear business cases for prioritisation
  • Benchmark top-performing accounts against lower-performing ones and propagate effective playbooks across the portfolio

GTM and Strategic Alignment
  • Serve as the internal subject matter expert on what makes a Gorgias 360 customer succeed: capture learnings, run retrospectives, and feed insights back to Sales and CX
  • Contribute to the Gorgias 360 commercial narrative: when the full-service model is superior to software-only, what the economic case looks like for merchants, and how to position against traditional BPOs
  • Represent the program in executive forums and leadership reporting as required

Who You Are
Must-Haves
  • Minimum 5-8 years of experience in Revenue Operations, Business operations, customer experience operations, BPO management, or a comparable operational leadership role managing agent-based programs at scale
  • Demonstrated experience working cross-functionally across Sales, Finance, and Operations
  • Sound commercial judgment: ability to decline attractive deals that would structurally harm program economics, and communicate that position clearly to senior stakeholders
  • Ability to operate effectively in ambiguity and construct structure where none exists, this role requires building a programme playbook from the ground up
  • Exceptional versatility: able to operate across strategy, analysis, vendor management, commercial negotiation, and stakeholder communication simultaneously
  • Advanced proficiency with AI tools for analysis, workflow automation, reporting, and decision support, use of AI in daily work is an expectation, not a bonus
  • Strong communication skills: able to present complex trade-offs clearly to executives and build operational trust with external partners

Nice-to-Haves
  • Experience with AI-driven customer experience automation or conversational AI platforms
  • Background in ecommerce or experience working with direct-to-consumer or enterprise retail brands
  • Familiarity with BPO contract structures, staffing models, and SLA frameworks
  • Experience sourcing and onboarding new BPO partners, including commercial negotiation
  • Track record of restructuring a deteriorating vendor relationship and stabilising it into a high-performing partnership
  • Technical fluency: comfortable navigating API documentation, integration specifications, and working directly with product and engineering teams

AI at Gorgias
At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.
The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.
We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.
AI use in Recruiting at Gorgias
By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our Applicant Privacy Policy.
Diversity & Inclusion at Gorgias
We're committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.
If you need accommodations during the application or interview process, please contact us at accommodation@gorgias.com.

Apply