Sr. Manager, BPO Relations

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2024, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity:  

As Senior Manager of BPO Relations, you will work daily to continuously Improve our BPO partnerships and performance. You will collaborate with other Vivid Teams to build strategic plans as well as execute tactical initiatives with our BPO partners. In this role you will be responsible for meeting or exceeding agreed upon SLA's. It will be your responsibility to maintain and build excellent working relationships with our BPO Partners and their teams. This position will manage all communications with our partners.

 

How your role contributes to the success of Vivid Seats:

 

• Maintain or develop proper communication methods with our BPO's
• Coordinate meetings and initiatives between Vivid and our BPO Partners.
• Establish and manage fair SLA's
• Develop best practices for all processes and procedures
• Ensure that our BPO Partners have a full understanding of all Vivid policies, procedures, and initiatives.
• Build or maintain hourly, daily, weekly, monthly, and yearly data sets to help drive management initiatives with our BPO Partners.
• Use available data to power continuous improvement efforts.
• Report out on BPO performance to Vivid Leadership Team.
• Ensure that Vivid's culture and priorities are embraced as much as possible with our partners.
• Push to improve CSAT, FCR, NPS and all other customer facing metrics.
• Work with Internal Vivid Teams to establish all training and Informational materials.
• Work with our WFM and Forecasting Teams to always ensure proper staffing levels.
• Work with BPO Partners to build a best-in-class site onboarding process.

 

How your role expectations will progress as a Senior Operations Manager in the first 30, 90, and 180 days:

30 days in

• Acclimate Vivid Seats’ values and organizational goals to understand how your department drives initiatives forward.
• Understand your contributions and the needs of stakeholders that rely on your deliverables to bring business objectives to life.
• Familiarize yourself with our internal systems and processes.
• Set weekly touch points with cross functional partners to understand their role, motivations, and needs, building trust and leading with empathy.
• Evaluate and identify inefficiencies and process improvements.
• Establish lines of communication and reporting with our BPO Partners.
• Complete full 6-week onboarding and agent training.
• Fully establish meeting cadences with all stake holders
• Gain a full understanding of the Vivid Seats Marketplace
• Understand the role of all our BPO Partners and internal teams In achieving expected business goals.

90 days in

• Develop long and short-term strategies to improve BPO effectiveness.
• Fully partner with BPO Leadership to drive better service for our customers.
• Begin to implement continuous improvement plans.
• Develop cultural awareness programs with our BPO's
• Fully manage day to day Vivid to BPO Operations.
• Fully establish your teams Impact goals.
• Document all existing processes and identify areas of opportunities and inefficiencies.
• Gain deeper understanding of talent within the department and identify developmental opportunities.

180 days in 

• Monitor and evolve your deliverables and overall performance to ensure alignment with broader initiatives of your department and the organization while coaching your team to grow skill sets.
• Collaborate with stakeholders to confirm accurate prioritization and refine processes for collaboration and best practices.
• Meaningfully contribute to department roadmap exercises that balance current needs with future strategic initiatives.
• Refine KPI metrics and tracki