BPO Partner Manager, HeliosX
+ Generous equity allocations
Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK
Open for applications
Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK
501-1000 employees
Open for applications
+ Generous equity allocations
501-1000 employees
Company mission
Creating a more confident world, where everyone can take control of their health to lead happier and healthier lives.
Role
Who you are
- Seasoned Customer Service Leader with at least 2+ years experience managing outsourced customer support partnerships
- Background in a regulated industry (healthcare, telemedicine, fintech) is a plus
- Proven experience in driving cost, quality, and compliance improvements with partners
- Familiarity with CS platforms (Zendesk, Salesforce) and performance analytics tools
- Experience in a multi-channel customer support environment (voice, chat, email)
- Strong relationship-building and stakeholder management skills – able to foster trusted, engaged partnerships with BPO teams
- Excellent communication and influencing skills, balancing internal priorities and external expectations
- Data-driven mindset, confident analysing performance data and drawing actionable insights
- Ability to manage multiple priorities and work independently in a fast-paced, high-growth environment
What the job involves
- We are seeking a dynamic Customer Service BPO Partner Manager to ensure our outsourced partners deliver exceptional customer service
- The Customer Service BPO Partner Manager is responsible for ensuring outsourced BPO partners consistently deliver high-quality, cost-efficient customer service
- This role owns day-to-day performance management of our partners, acts as the primary escalation point for operational issues, and collaborates closely with internal stakeholders to drive continuous improvement and seamless customer experiences
- This team works proactively in a fast paced environment that is constantly changing to deliver an exceptional customer experience
- The Manager position will be required to demonstrate strong organizational skills, possess the ability to multi-task, be detail oriented, and able to set and manage priorities, focused on the customer experience
- The successful candidate will have demonstrated experience in meeting and exceeding KPI’s, supporting the team and management of client relationships
- Build strong, collaborative relationships with partner leadership teams to foster high performance
- Drive a customer-centric approach across partners
- Track daily and weekly BPO performance against SLAs and CSAT targets
- Monitor partner performance on cost per contact, occupancy, and productivity
- Ensure vendor adherence to quality, regulatory, and compliance standards
- Review QA audit results and implement corrective actions
- Act as primary escalation point for BPO operational challenges
- Ensure staffing aligns with WFP forecasts and maintain queue health
- Implement new launches and continuous improvement initiatives
- Provide weekly performance updates on BPO performance
- Track and report on partner-specific KPIs
- Partner with internal and external stakeholders for seamless customer experience
Our take
Generally speaking, the healthcare sector is slow to adopt new technologies. HeliosX bucks the trend, having been founded in 2013 to provide quicker, convenient access to medications through the use of cutting-edge tech.
HeliosX aims to improve the quality, accessibility and affordability of healthcare across the UK, US and Europe. With millions of customers worldwide, it operates across the medical, dermatology, and nutritional supplement sectors through its top-selling brands and products - Dermatica (personalised skincare brand), MedExpress (telepharmacy), Levity (prescription weight loss), ZipHealth (online medical consultations & pharmacy) and its men's health brand, RocketRx.
HeliosX has seen its global revenue rocket from £60m to £180m between 2023 and 2024. This growth is impressive for a company that has had no external funding, and it aims to accelerate its expansion in 2025 by moving into new territories.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Team energy
"Empathic and energetic team is what makes you feel good when you go to work Monday morning. Imagine how important it is if you work remotely! And I..."
Company benefits
- Monthly Socials
- Health Insurance
- Gym discount
- Flexible working
- £1,000 Annual Learning and Development budget
- Audible Subscription
- Pension Contribution
- 25 days holiday + UK Bank holidays
- Free HeliosX Products
Company values
- Build Team Excellence
- Putting Customers First
- Today Not Tomorrow
- Thinking Differently
- Act Like an Owner
- Keep it Simple
- Do More With Less
- Communicate Candidly
Company HQ
London, UK
Leadership
Dwayne D'Souza
(Founder & Chairman of the Board)After graduating from the University of Cambridge and gaining experience as a Software Engineer and later in Algorithmic Trading, Dwayne founded HeliosX in 2013.
Stuart Peak
(CEO)Previously HeliosX's VP of Operations. Also worked at The Cambridge Code as an Operations Director, was a Strategy Consultant at PwC and an Operations Director at Oviva.
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