BPO Program Manager

CRAFT MEETS COMFORT. At Resident, we believe your living space shouldn’t just look good, it should feel good. That’s why we’ve created a house of brands that focuses on quality materials, timeless style, and most importantly, comfort. Our current brands include the award-winning Nectar, DreamCloud, Awara, and Siena products and we continue to invest in new categories to broaden our offering and address our customer's needs.

Since our inception in 2017, Resident has become one of the fastest-growing, scaled, and profitable omnichannel retailers in North America. We are a disruptor in the broader home furnishings category underpinned by deep and proven expertise in data science & analytics, performance marketing, and e-commerce technology. As our business continues to grow, we are focused on building world-class retail, finance, operations, logistics, data science, performance marketing, and customer success-driven teams that thrive in a modern work environment.

At Resident, our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.

To be considered for this remote opportunity, you must reside and be authorized to work within the United States. This position requires availability during key holidays and some weekends and requires international and domestic travel.  

About the Role:
We are seeking a strategic and results-driven BPO Program Manager to lead our outsourced customer success initiatives. This role is pivotal in optimizing the efficiency, performance, and budgetary success of our third-party BPO partners. As the primary liaison between our business and outsourced customer success programs, you will ensure seamless collaboration and alignment with company objectives.

In this role, you will be responsible for maintaining program excellence by analyzing key data, identifying trends, and making data-driven recommendations. You will also play a critical role in staffing forecasts, demand planning, and resource allocation to meet evolving business needs. Success in this role means ensuring our BPO partners consistently achieve the goals of our Customer Success operations while enhancing the overall customer experience.

What You’ll Be Doing:

• Partner with the Resident Customer Success team and BPO leadership to effectively manage the BPO program budget and ensure financial efficiency.
• Maintain clear, consistent communication with BPO leadership and key stakeholders, ensuring all parties have accurate and up-to-date information.
• Research and analyze internal and external best practices, providing actionable recommendations for process improvements.
• Own the implementation, change management, and compliance of success metrics to drive program effectiveness.
• Work cross-functionally to develop and execute strategies and initiatives that align with business objectives and ensure key milestones are met.
• Identify emerging trends, risks, and opportunities by collaborating with Resident and BPO leaders, proactively addressing potential challenges.
• Partner with workforce management teams to optimize productivity metrics and drive overall program efficiency.
• Develop and implement action plans to enhance program performance and ensure continuous improvement.
• Share best practices for BPO policies and operational processes, ensuring alignment with Resident’s business needs and objectives.
• Oversee budget management for production hours, staffing needs, and overall productivity, balancing cost efficiency with operational excellence.
  

Skills/Qualifications:

• 1–2 years of experience in BPO process management, preferably in a service or support role within a call center or remote environment.
• 5+ years experience in Customer Success leadership role
• Experience working with and managing a BPO or hybrid team.
• Able and willing to travel internationally and domestically several times a year
• Proficiency in data analysis using Google Sheets or Excel.
• Strong understanding of sales and service KPIs (SLA, AHT, CSAT, ACW, AOV).
• Ability to thrive in a fast-paced, agile environment with ambiguity.
• Excellent interpersonal skills with a professional, upbeat, and respectful approach to internal and external stakeholders.
• Highly organized with strong attention to detail, time management, and execution skills.
• Strong listening skills with a customer-centric mindset.
• Excellent written and verbal English communication skills.
• Self-motivated and comfortable working remotely.
• Experience in a startup, DTC, or e-commerce environment is a plus.
• Tech-savvy with the ability to quickly adapt to new platforms.
• Proficiency in tools such as Five9, chat platforms, Google Suite, and Slack.

What We Offer (subject to eligibility requirements):

• Remote-first workplace (since 2016!)
• Competitive salary
• Annual bonus potential 
• Health, Vision & Dental Insurance 
• HSA company contributions
• 401K with company match component 
• “Take what you need” PTO 
• Wellness benefits
• Online learning resources & training 
• WFH office and cell phone/internet stipend 
• A FREE MATTRESS plus an awesome Friends and Family discount!

If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The salary for this position is $65,000-$75,000. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at [email protected]

Resident is a privately-held company headquartered in San Francisco, CA, with offices in New York City, London, Tel Aviv, and manufacturing operations in Jeffersonville, IN.  Learn more at: https://www.residenthome.com

Resident is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Resident is proud to be a Remote-first company and maintains policies to support our unique flexible work location culture. However, there are a few important parameters to our work-from-home-culture: While we currently employ Residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.

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Resident Home participates in E-Verify.