Responsibilities
- Driving Operational Excellence: You will safeguard our customer experience by providing continuous, actionable feedback to ensure our external teams consistently hit or exceed crucial quality targets and SLAs.
- Enabling Seamless Product Launches: You will guarantee our BPO agents are experts on our newest features by spearheading comprehensive training for all product roll-outs, ensuring readiness from day one.
- Elevating Global Workflows: Acting as the vital link between internal teams and external partners, you will collaborate cross-functionally to transition new processes, identify bottlenecks, and drive continuous improvements that make our outsourcing operations leaner and more effective.
- Providing Strategic Financial Clarity: You will enable informed decision-making for leadership by maintaining and presenting clear monthly cost reports, vendor spending, efficiency, and overall budget health.
- Empowering Frontline Teams: You will ensure our BPO partners can do their best work by providing dedicated daily support, swiftly clearing blockers, answering questions, and smoothly resolving escalations.
Requirements
- Minimum of 5 years of experience in a project management role, with at least 2 years in a BPO operations.
- Proven experience in the restaurant tech industry is highly desirable.
- Proven experience working directly with outsourcing partners and managing their performance.
- Excellent communication and interpersonal abilities.
- Analytical mindset with the ability to leverage data for decision-making.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Familiarity with process mapping and optimization
Benefits
- generous pre-IPO equity package
- comprehensive health coverage
- remote-first workplace
- unlimited PTO - plus extra fun perks!
Work Arrangement
Remote (Worldwide)
Team
Team size: low hundreds. Structure: top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe
Additional Information
- Notice - Employment Scams: Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as 'phishing' or 'spam' and do not respond.
