Sr. Manager, BPO Relations

The Opportunity:  

As Senior Manager of BPO Relations, you will work daily to continuously Improve our BPO partnerships and performance. You will collaborate with other Vivid Teams to build strategic plans as well as execute tactical initiatives with our BPO partners. In this role you will be responsible for meeting or exceeding agreed upon SLA's. It will be your responsibility to maintain and build excellent working relationships with our BPO Partners and their teams. This position will manage all communications with our partners.

How your role contributes to the success of Vivid Seats:

• Maintain or develop proper communication methods with our BPO's
• Coordinate meetings and initiatives between Vivid and our BPO Partners.
• Establish and manage fair SLA's
• Develop best practices for all processes and procedures
• Ensure that our BPO Partners have a full understanding of all Vivid policies, procedures, and initiatives.
• Build or maintain hourly, daily, weekly, monthly, and yearly data sets to help drive management initiatives with our BPO Partners.
• Use available data to power continuous improvement efforts.
• Report out on BPO performance to Vivid Leadership Team.
• Ensure that Vivid's culture and priorities are embraced as much as possible with our partners.
• Push to improve CSAT, FCR, NPS and all other customer facing metrics.
• Work with Internal Vivid Teams to establish all training and Informational materials.
• Work with our WFM and Forecasting Teams to always ensure proper staffing levels.
• Work with BPO Partners to build a best-in-class site onboarding process.

How your role expectations will progress as a Senior Operations Manager in the first 30, 90, and 180 days:

30 days in

• Acclimate Vivid Seats’ values and organizational goals to understand how your department drives initiatives forward.
• Understand your contributions and the needs of stakeholders that rely on your deliverables to bring business objectives to life.
• Familiarize yourself with our internal systems and processes.
• Set weekly touch points with cross functional partners to understand their role, motivations, and needs, building trust and leading with empathy.
• Evaluate and identify inefficiencies and process improvements.
• Establish lines of communication and reporting with our BPO Partners.
• Complete full 6-week onboarding and agent training.
• Fully establish meeting cadences with all stake holders
• Gain a full understanding of the Vivid Seats Marketplace
• Understand the role of all our BPO Partners and internal teams In achieving expected business goals.

90 days in

• Develop long and short-term strategies to improve BPO effectiveness.
• Fully partner with BPO Leadership to drive better service for our customers.
• Begin to implement continuous improvement plans.
• Develop cultural awareness programs with our BPO's
• Fully manage day to day Vivid to BPO Operations.
• Fully establish your teams Impact goals.
• Document all existing processes and identify areas of opportunities and inefficiencies.
• Gain deeper understanding of talent within the department and identify developmental opportunities.

180 days in 

• Monitor and evolve your deliverables and overall performance to ensure alignment with broader initiatives of your department and the organization while coaching your team to grow skill sets.
• Collaborate with stakeholders to confirm accurate prioritization and refine processes for collaboration and best practices.
• Meaningfully contribute to department roadmap exercises that balance current needs with future strategic initiatives.
• Refine KPI metrics and tracking of team productivity.
• Iterate and implement innovative scalable BPO operational processes that increase operational efficiency.
• Coordinate with other functional leaders across the business to develop and deliver solutions and support, and drive initiatives to improve fulfillment and buyer experience.
• Be ready to support company expansion efforts as needed.

What You’ll Bring:

• Proven experience successfully managing an operations team with strong understanding of BPO processes.
• 7+ years’ experience working in fast-paced operations or fulfillment fields. With BPO experience.
• Excellent interpersonal skills and the ability to inspire and lead others.
• Experience building scalable and measurable processes which increase operational efficiency within a team.
• Ability to conduct analysis of complex data and translate the results into actionable deliverables.
• Demonstrated proactive experience recognizing challenges and working with a variety of teams and data sources leading to a diagnosis and recommend solutions.
• Excellent analytical/problem-solving skills with a history of driving impact within an organization.
• Detail-orientation with an ability to prioritize and meet aggressive goals.
• Intrinsic drive to operate and thrive in a fast paced and performance driven environment.
• Experience with the Ticketing Industry is a plus but not required.
• Previous BPO relationship or operational experience required.
• Travel required up to 15%.

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