Customer Support Operations Partner Manager – Austin, TX

Customer Support Operations Partner Manager


Austin, TX


Job Description:

As Customer Support Operations Partner Manager for our client, you will apply a laser focus on managing partner support performance to contract and executing target performance results. While serving as the connective tissue between internal and partner support operations, you will use critical and key performance indicators and contact drivers as signals to drive partner performance, service delivery results, and business/product/operational improvements that satisfy and delight our customers. Your mission will be to drive partner support organizations to deliver world-class, multi-channel, customer-facing support and service operations capabilities. Your ultimate goal is complete customer satisfaction.


Liaison between business and contact center operations

Actively manage partner delivery against them

Implement tracking mechanisms to support business understanding of key contact drivers and their root causes

Analyze and utilize data related to contact drivers, NPS, CES, FCR, CSAT, and other channels to drive continuous process and program improvement

Review and process BPO invoices

Drive and support training content development and delivery, including agent and customer facing knowledge center content

Support Weekly, Monthly, and Quarterly business reviews

Ensure partner workers are on-boarded with the correct tooling access/permissions

Work with IT and Infosec to ensure partner compliance with established security requirements

Work with Global Outsourcing to ensure periodic partner benchmarking is performed

Identify, elevate, and drive opportunities to improve partner worker engagement, operational efficiency, and customer effort reduction & clearly communicates progress of initiatives

Communicate qualitative and quantitative input from partner support channels

Work dynamically and cross-functionally to escalate and resolve issues and assist with developing and executing program requirements.

Minimum Qualifications:

BA/BS degree

5+ years experience in customer-facing communications, community management, customer service, contact center management, and/or program management

1+ year experience managing a partner relationship focused on customer support operations

Preferred Qualifications:

Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders Experience running data analysis, including volume forecasting

Must Have Skills:

Experience dealing with BPOs. Either have worked for one or have had to manage the contact center.

Experience developing and managing ticket forecasting

Experience with project management

Experience with statistical analytics

Green belt six sigma or COPC


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