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BPO Senior Director

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NTT DATA

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Location:
United States , Plano

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Category:
Consulting

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Contract Type:
Employment contract

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Salary:

179000.00 USD / Year
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Job Description:

We’re seeking an experienced BPO Sr. Director to lead the strategy, performance, and operational excellence. In this role, you will own the relationships with our BPO partners, drive exceptional customer experience, and ensure operational efficiency across multiple sites and geographies. This is a high‑impact leadership position for someone who thrives in a fast-paced, data-driven, customer-focused environment.

Job Responsibility:

  • Lead the strategy, governance, and day-to-day performance of our operations
  • Manage and influence multi-site, multi-country BPO vendor relationships to ensure alignment with company goals
  • Drive KPI and SLA performance across CSAT, AHT, FCR, QA, productivity, compliance, and WFM accuracy
  • Conduct regular business reviews, negotiate performance improvements, and implement corrective action plans
  • Partner with Workforce Management, Quality, Training, and CX teams to ensure consistency of service delivery
  • Use data analytics to identify trends, forecast needs, and drive continuous improvement
  • Ensure compliance with internal standards, regulatory requirements, security protocols, and data privacy policies
  • Support launches, workflow enhancements, and policy updates in collaboration with cross-functional teams
  • Champion a culture of customer excellence across all BPO network partners

Requirements:

  • 8 years of leadership experience in BPO Leadership operations
  • 10 years of direct BPO Claims Operations Management
  • Bachelor's degree
  • Proven track record managing large-scale outsourced teams (200+ FTE)
  • Strong vendor management, negotiation, and relationship-building expertise
  • Excellent analytical, problem-solving, and data interpretation skills
  • Experience managing KPIs, implementing performance improvements, and optimizing operations
  • Exceptional communication and leadership abilities
  • Enrollment Operations
  • Medial Claims

Nice to have:

  • Certifications in training or learning (e.g., ATD, CPTD, Six Sigma)
  • Experience with high-volume hiring and onboarding in BPO settings
What we offer:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Flexible spending or health savings account
  • Life and AD&D insurance
  • Short- and long-term disability coverage
  • Paid time off
  • Employee assistance
  • Participation in a 401k program with company match
  • Additional voluntary or legally required benefits

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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