Manager, at Bentonville, Arkansas

Manager, Operations - BPO

$70,000 - $130,000/yr Regular/ Permanent Salaried Position Summary...

What you'll do...

The Manager, Operations - BPO leads day-to-day service delivery across outsourced partner networks supporting Marketplace Seller Support. This role is responsible for ensuring operational performance, service quality, and adherence to service-level agreements across BPO vendors. The Manager drives execution through performance management, issue resolution, and continuous improvement, while maintaining strong vendor relationships and ensuring alignment with business objectives. Through data-driven decision-making, coaching, and operational rigor, this role ensures consistent, high-quality support experiences and operational stability across global partner sites. This role is based in Bentonville, AR and reports to the Sr. Manager, BPO Operations.

What you bring...

• Experience managing BPO/vendor operations, preferably in customer support or seller support environments.
• Strong understanding of contact center operations and performance metrics (e.g., SLA, CSAT, AHT, quality, productivity).
• Proven ability to analyze data, identify root causes, and implement solutions to improve operational performance.
• Experience managing vendor performance and driving accountability through structured governance.
• Strong problem-solving and decision-making skills in fast-paced, operational environments.
• Effective communication and stakeholder management skills, with the ability to collaborate across teams.
• Experience leading teams or influencing vendor leadership to drive performance and development.
• Ability to manage multiple priorities while maintaining focus on execution and results.

Minimum Qualifications...

• Bachelor's degree in Business, Operations, Communications, or related field and 2 years of experience in operations, contact center, or related area OR
• 4 years of experience in operations, contact center, or related area.

You'll sweep us off our feet if...

• Experience in BPO/vendor management within customer or seller support environments
• Experience in Marketplace or eCommerce operations
• Experience supervising associates or leading cross-functional teams
• Project management experience or certification

You'll make an impact by...

• Overseeing daily BPO operations across vendor sites to ensure consistent performance against SLAs, KPIs, and quality standards.
• Monitoring and manage vendor performance through regular reviews, scorecards, and operational reporting; drive corrective actions as needed.
• Analyzing performance data and trends to identify root causes of issues and implement solutions to improve service delivery.
• Partnering with WFM, Training, and Program teams to ensure operational alignment and readiness.
• Leading and supporting process improvement initiatives to enhance efficiency, quality, and seller experience.
• Managing escalations from sellers, internal stakeholders, and BPO partners ensuring timely resolution of critical issues.
• Ensuring adherence to company policies, compliance standards, and operational procedures across vendor teams.
• Driving accountability with BPO partners through structured governance, communication, and performance management practices.
• Supporting capacity planning and staffing alignment in partnership with vendors to meet business demand.
• Coaching and influencing vendor leadership teams to improve performance, strengthen execution, and build operational capability.