Director of BPO Field Operations (100% Remote)

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
The kind of people we look for:
• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.


Summary:


The Director of BPO Field Operations is responsible for the strategy, development, management, and performance of ClearCaptions' outsourced field service network. This role will ensure that all BPO installation partners deliver customer experience, installation quality, regulatory compliance, and product knowledge level equal to or exceeding ClearCaptions' Direct field organization.


The Director will own vendor strategy, partner selection, contract negotiations, performance management, quality assurance, training and certification programs, scheduling standards, inventory readiness, and operational performance across all outsourced field service providers.

This role serves as the primary point of accountability for building a scalable national BPO field service model capable of supporting company growth while maintaining exceptional customer outcomes and cost efficiency.


What This Role Does:


BPO Strategy & Network Development


• Develops and executes the long-term strategy for ClearCaptions' outsourced field service network.


• Designs and maintains a scalable outsourced field service network by evaluating service providers, optimizing geographic coverage and partner capacity, and assessing partner performance to support business objectives and customer demand.


• Continuously assesses partner performance and makes recommendations regarding expansion, consolidation, or replacement.


Vendor Selection & Contract Management


• Identifies, evaluates, and onboards BPO field service providers.


• Leads contract negotiations, pricing discussions, service level agreements (SLAs), and performance guarantees.


• Develops compensation models and incentive structures that align vendor performance with company objectives.


• Manages vendor relationships, business reviews, and accountability for contractual obligations, SLAs, and performance standards.


Quality & Performance Management


• Establishes operational standards that mirror the performance expectations of ClearCaptions' Direct field organization.


• Develops vendor scorecards and reporting mechanisms to measure; installation quality, customer satisfaction, adoption and activation rates, compliance performance, productivity, lead generation, and cost per installation


• Conducts regular business reviews, corrective action planning, and oversight of vendor coaching, performance management, and accountability of programs in place.


Training & Certification


• Designs and maintains a comprehensive training and certification program for outsourced field technicians.


• Ensures BPO technicians receive the same product, customer service, installation, and regulatory training standards as Direct technicians.


• Develops ongoing recertification and continuing education requirements and validates technician competency through audits, testing, and field observations.


• Ensures vendor leadership actively coaches and deve