BPO Vendor Manager

  • Full-time

Company Description

Caviar is changing the way businesses and consumers order food from restaurants. We believe that everyone should have access to the best eateries in their city without any hassles. Want your favorite burger joint, but hate the traffic and long lines? We're a team of passionate foodies solving that exact problem for your home and office. At Caviar, we believe in an environment that allows you to be creative and go beyond the call of duty. We're looking for exceptionally talented individuals who want to learn and grow with the company. Each and every day counts - you'll make a direct impact to the business starting from Day 1.

Job Description

Do you enjoy scaling a support team through a BPO? How about managing vendor performance? And creating new processes to drive efficiencies?

We’re looking for a seasoned, passionate person to join a team that’s the primary liaison between our customers and Caviar. This is an opportunity to improve the customer experience in a meaningful way. You will manage Caviar’s day-to-day BPO operation and hold stakeholders accountable to key performance indicators.

This individual will proactively identify areas of improvement for our internal processes, workflows, policies and manage expectations with BPO hiring, training, and performance management. You have experience as the primary owner and driver of contract discussions and negotiations, which will ensure Caviar’s success.

Additionally, in the event we need additional Caviar BPO partners you’ll lead the search by creating and executing the plan.

In order to succeed, you’ll learn the core job of providing email, phone and SMS support to diners and restaurants to inform strategic decisions. You’ll operate in a highly autonomous environment which empowers you to make decisions. Every day you’ll strategically brainstorm, collaborate, and implement operational improvements and efficiencies.


This role requires international travel 15-20% of the year.

Qualifications

You Have:

  • Minimum of 5 years of related experience with a Bachelor’s degree, 3 years with a Master’s degree, or equivalent work experience managing BPOs.

  • A deep knowledge of BPO best practices

  • Experience managing metrics, KPIs, and OKRs

  • An ability to identify upstream blockers and prioritize solutions

  • A drive to consistently deliver results and exceed expectations

  • A strategic-thinking, solutions-driven mentality

  • A hunger to learn

  • BA/BS preferred (or equivalent work experience)

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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