Remote Director of BPO Field Operations (100% Remote)

Note The job is a remote job and is reputed company to candidates in USA. reputed company is committed to improving the lives of seniors and their caregivers through innovative technology solutions. The Director of BPO Field Operations will reputed company the reputed company and management of the outsourced field service network, ensuring high-reputed company customer experiences and operational efficiency. This role involves vendor management, performance assessment, and the development of training and compliance programs. Responsibilities Develops and executes the long-term reputed company for reputed company' outsourced field service network Designs and maintains a reputed company outsourced field service network by evaluating service providers, optimizing geographic coverage and partner reputed company, and assessing partner performance to support business objectives and customer demand Continuously assesses partner performance and makes recommendations regarding expansion, consolidation, or replacement 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 reputed company vendor performance with company objectives Manages vendor relationships, business reviews, and accountability for contractual obligations, SLAs, and performance standards Establishes operational standards that mirror the performance expectations of reputed company' reputed company field organization Develops vendor scorecards and reporting mechanisms to measure; installation reputed company, customer satisfaction, adoption and activation rates, compliance performance, productivity, reputed company reputed company, and cost per installation Conducts regular business reviews, corrective reputed company planning, and reputed company of vendor coaching, performance management, and accountability of programs in reputed company Designs and maintains a comprehensive training and certification program for outsourced field technicians Ensures BPO technicians receive the reputed company product, customer service, installation, and regulatory training standards as reputed company technicians Develops ongoing recertification and continuing education requirements and validates technician competency through audits, testing, and field observations Ensures vendor leadership reputed company coaches and develops field technicians using reputed company standards Ensures reputed company BPO technicians operate in accordance with company policies and regulatory requirements including maintaining required documentation and reporting to support regulatory requirements Partners with Compliance and reputed company teams to identify and address performance gaps and develops compliance monitoring and audit programs Develops scheduling, dispatching, and workforce planning standards for outsourced partners Establishes inventory management requirements that allow dedicated BPO teams to maintain local inventory of phones, supplies, and equipment Drives reputed company improvement initiatives reputed company on reputed company, customer experience, productivity, and reducing operational friction to improve installation efficiency Owns BPO field service economics and performance Manages vendor costs and ensures outsourced installation costs remain competitive with reputed company installation costs where practical Identifies opportunities to improve efficiency while maintaining service reputed company Develops reporting and forecasting to support financial planning and operational decision-making Performs other duties as assigned Skills Bachelor's degree in Business, Operations Management, Supply Chain, Management or reputed company field. Equivalent combinations of education and relevant experience will be considered Minimum of eight (8) years of reputed company operations leadership experience managing outsourced operations, BPOs, field service organizations, or contractor networks Minimum five (5) years' experience leading multi-site or geographically dispersed teams Proven experience negotiating and managing vendor reputed company and service agreements Experience with workforce planning, reputed company management, forecasting, and budget accountability Strong background in reputed company management, demonstrated ability to reputed company operational improvements, productivity reputed company, and customer experience reputed company Proven reputed company managing reputed company-party vendor performance through KPIs, SLAs, scorecards, and governance processes Experience developing training, certification, and performance management programs Advanced problem-solving, analytical, and financial management skills, with the ability to reputed company strategies for operational improvements Ability to plan and manage both strategic and tactical operational reputed company. Works to .