BPO Program Manager

CRAFT MEETS COMFORT. At Resident, we believe your living space shouldn’t just look good, it should feel good. That’s why we’ve created a house of brands that focuses on quality materials, timeless style, and most importantly, comfort. Our current brands include the award-winning Nectar, DreamCloud, Awara, and Siena products and we continue to invest in new categories to broaden our offering and address our customer's needs.

Since our inception in 2017, Resident has become one of the fastest-growing, scaled, and profitable omnichannel retailers in North America. We are a disruptor in the broader home furnishings category underpinned by deep and proven expertise in data science & analytics, performance marketing, and e-commerce technology. As our business continues to grow, we are focused on building world-class retail, finance, operations, logistics, data science, performance marketing, and customer success-driven teams that thrive in a modern work environment.

At Resident, our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.

To be considered for this remote opportunity, you must reside and be authorized to work within the United States. This position requires availability during key holidays and some weekends and requires international and domestic travel.  

About the Role:
We are seeking a strategic and results-driven BPO Program Manager to lead our outsourced customer success initiatives. This role is pivotal in optimizing the efficiency, performance, and budgetary success of our third-party BPO partners. As the primary liaison between our business and outsourced customer success programs, you will ensure seamless collaboration and alignment with company objectives.

In this role, you will be responsible for maintaining program excellence by analyzing key data, identifying trends, and making data-driven recommendations. You will also play a critical role in staffing forecasts, demand planning, and resource allocation to meet evolving business needs. Success in this role means ensuring our BPO partners consistently achieve the goals of our Customer Success operations while enhancing the overall customer experience.

What You’ll Be Doing:

• Partner with the Resident Customer Success team and BPO leadership to effectively manage the BPO program budget and ensure financial efficiency.
• Maintain clear, consistent communication with BPO leadership and key stakeholders, ensuring all parties have accurate and up-to-date information.
• Research and analyze internal and external best practices, providing actionable recommendations for process improvements.
• Own the implementation, change management, and compliance of success metrics to drive program effectiveness.
• Work cross-functionally to develop and execute strategies and initiatives that align with business objectives and ensure key milestones are met.
• Identify emerging trends, risks, and opportunities by collaborating with Resident and BPO leaders, proactively addressing potential challenges.
• Partner with workforce management teams to optimize productivity metrics and drive overall program efficiency.
• Develop and implement action plans to enhance program performance and ensure continuous improvement.
• Share best practices for BPO policies and operational processes, ensuring alignment with Resident’s business needs and objectives.
• Oversee budget management for production hours, staffing needs, and overall productivity, balancing cost efficiency with operational excellence.
  
  

Skills/Qualifications:

• 1–2 years of experience in BPO process management, preferably in a service or support role within a call center or remote environment.
• 5+ years experience in Customer Success leadership role
• Experience working with and managing a BPO or hybrid team.
• Able and willing to travel internationally and domestically several times a year
• Proficiency in data analysis using Google Sheets or Excel.
• Strong understanding of sales and service KPIs (SLA, AHT, CSAT, ACW, AOV).
• Ability to thrive in a fast-paced, agile environment with ambiguity.
• Excellent interpersonal skills with a professional, upbeat, and respectful approach to internal and external stakeholders.
• Highly organized with strong attention to detail, time management, and execution skills.
• Strong listening skills with a customer-centric mindset.
• Excellent written and verbal English communication skills.
• Self-motivated and comfortable working remotely.
• Experience in