Business Process Optimization (BPO) Lead Job at Avanos

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

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Business Process Optimization (BPO) Lead

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