Outsourced Service Process Enablement Manager

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

Make your impact within a rapidly growing Fintech Company

As the Outsourced Service Process Enablement Manager, you will play a pivotal role in driving change initiatives and implementing process improvement within our BPO teams while continuously assessing and mitigating the impact of change on people, processes, systems and culture.  In this role you will:

• Drive change initiatives through implementing a process improvement and change management framework to drive successful process improvements while continuously assessing the impact of change on people, processes, systems and culture and developing mitigation strategies to address potential risks and challenges
• Identify and build strong relationships with key stakeholders at all levels of the organization to gain buy-in and support for change initiatives. 
• Develop and implement projects and action plans focused on improving the customer experience, efficiency, value and consistency of our Outsourced Service Operations and BPO partners
• Foster a culture of continuous improvement and adaptability among our CARE team and BPO partners where change is embraced as an opportunity for growth and innovation
• Design and execute effective communication and training strategies to facilitate smooth transitions for impacted stakeholder groups, especially within our BPO teams
• Create and maintain a playbook of requirements, recommendations and best practices in how our BPOs operate and integrate with our Outsourced Service Operations team while continuously tracking BPO performance metrics to identify areas of opportunity and to track the progress and impact of change initiatives
• Remain up-to-date on industry best practices within the BPO service operations environment
• Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals while partnering with cross-functional teams on multi-department projects
• Plan and participate in global BPO site visits with Outsourced Service Operations leadership

We’d love to chat if you have:

• High school diploma or GED
• Proven experience leading process improvement and change management initiatives in a fast-paced environment
• 5 years of experience in customer service operations
• 3 years experience in BPO Operations 
• Strong technical aptitude including Google Suite, Salesforce and call center telephony systems
• Excellent organizational skills including time management, goal setting and attention to detail
• Ability to independently draft, develop and deliver key communications with a diverse set of stakeholders through excellent verbal and written communication skills
• Strategic thinking with an ability to manage complex projects and drive decision-making
• Aptitude to build relationships and collaborate effectively with stakeholders at all levels of the organization
• Flexible and adaptable, with an ability to thrive in ambiguous situations
• Ability to travel up to 20% of the year

Nice to Have: 

• College or masters degree in Business or organizational development
• Experience in the Financial Services industry
• Project Management Certification, COPC Certification or Six Sigma Certification

The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL’s bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive