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Business Process Optimization (BPO) Lead

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Avanos

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Location:
United States

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Category:
Consulting

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Contract Type:
Not provided

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Salary:

96000.00 - 112000.00 USD / Year
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Job Description:

The Avanos Global Customer Service Team is committed to delivering world-class service in every interaction. Through collaboration, we turn good ideas into great outcomes. As the Business Process Optimization (BPO) Lead, you will provide end-to-end leadership of Avanos’s outsourced operations in the Philippines, ensuring the health, scalability, and long-term success of the BPO Program. While a significant portion of this role includes leading our outsourced Service Center (B2B) program, your broader responsibility includes guiding cross-functional outsourced initiatives and driving continuous improvement with the BPO partner. You are a Tactical Leader, Problem Solver, and Customer Advocate — focused on operational excellence, business continuity, and relationship management between Avanos and its outsourcing partner.

Job Responsibility:

  • Provide end-to-end leadership of Avanos’s outsourced operations in the Philippines, ensuring the health, scalability, and long-term success of the BPO Program
  • Provide guidance to support evolving business needs and cross-functional service expansion
  • Support initiatives that define, optimize, and scale outsourced operations across multiple departments beyond Customer Service (e.g., Commercial Ops, Order Management, Inside Sales)
  • Maintain real-time KPI dashboards and governance routines across all BPO-supported functions
  • Conduct recurring business reviews, performance assessments, and continuous improvement check-ins with BPO leadership
  • Ensure effective Leader Standard Work is developed, maintained, and followed at all levels of the BPO engagement
  • Act as the primary liaison and escalation point between Avanos and the BPO partner in the Philippines
  • Collaborate with internal leaders from Commercial, Customer Experience, Order-to-Cash, Planning, and Marketing to understand priorities and operational growth opportunities
  • Communicate program health and opportunities to Avanos leadership regularly, providing data-backed recommendations
  • Identify workflow gaps, structural inefficiencies, or resourcing challenges and lead cross-functional solutions to improve results
  • Support technology and process automation opportunities to increase scalability and reduce manual effort

Requirements:

  • Bachelor’s degree in Business Administration, Operations Management, or a related field
  • 3+ years of experience supervising or optimizing BPO or shared service operations
  • Strong leadership experience with outsourced teams, preferably in the Philippines
  • Excellent problem-solving and communication skills with a strong track record of process transformation
  • Experience working in cross-functional environments with matrixed reporting and distributed teams

Nice to have:

  • Lean Six Sigma certification or experience applying continuous improvement principles
  • Experience in Medical Device, Health Care, or regulated industries
  • Proficiency in Salesforce.com, S/4 HANA, and project tracking tools (e.g., Smartsheet, Asana, or MS Project)
What we offer:
  • benefits on day 1
  • free onsite gym
  • onsite cafeteria
  • HQ region voted 'best place to live' by USA Today
  • uncapped sales commissions
  • generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting

Additional Information:

Job Posted:
December 23, 2025

Employment Type:
Fulltime
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