About the Role

As the BPO and Partner Operations Lead, you will lead and grow a multi-disciplinary team focused on strengthening BPO and Partner Operations. You will design strategies, translate them into executable plans, and drive implementation in partnership with internal and cross-functional leaders. Your work will directly shape the support experience for our users and creators worldwide.

Responsibilities

Partner Management (Partner-Facing Leadership)

• Serve as the senior point of contact for BPO partners, building strong, performance-driven relationships.
• Design and implement operational strategies to enhance efficiency, quality, and collaboration across sites.
• Ensure all partner operations meet compliance, data privacy, and regulatory standards.
• Identify issues, align stakeholders, and drive execution in a fast-changing environment.

Workflow & Performance Ownership (Operational Execution)

• Own end-to-end workflows managed by the partnership team to deliver best-in-class user and creator support.
• Monitor KPIs and implement strategies to enhance support efficiency and satisfaction.
• Lead a team of partner managers, implementation managers, and quality specialists - driving engagement, development, and performance.
• Collaborate with cross-functional teams (product, training, quality, engineering) to ensure user-centric policies and processes.
• Foster a culture of continuous improvement, staying ahead of industry trends and best practices.

Qualifications

Minimum Qualifications

• 5+ years of experience leading vendor management or BPO operations in a multi-site/global environment.
• Solid and extensive experience in Customer Service, E-commerce industry
• At least 5 years in a leadership role managing both ICs and managers.
• Strong experience driving strategic programs while executing at a tactical level.
• Background in technology, with proven ability to adapt quickly and exercise sound judgment.

Preferred Qualifications

• Track record managing outsourced service providers at scale.
• Strong diversed awareness and empathy for users across diverse markets.
• Familiarity with social media challenges, regulatory sensitivities, and crisis management.