Global BPO Specialist, Phorest

• This role requires strong relationship management skills, attention to detail, and a passion for delivering exceptional customer experiences
• This is an exciting role for a dynamic, detail-oriented professional who thrives on solving problems, managing projects, and collaborating across global teams to deliver impact
• Minimum 4 years of experience managing a BPO or outsourced operation, ideally in SaaS, tech, or customer-facing environments
• Prior experience supporting large-scale onboarding, implementation or customer success projects with a BPO—ideally globally or across multiple regions
• Strong project management skills, capable of coordinating complex, multi-stakeholder projects from start to finish
• Data-driven mindset, with the ability to interpret trends, surface issues, and propose actionable solutions
• Excellent communicator with strong relationship-building and stakeholder management abilities
• Comfortable working independently in a fast-paced, scaling business
• Proven problem-solver with high attention to detail; calm under pressure and focused on continuous improvement
• Willingness to travel, including international, as required

Desirable

• As a Global BPO Specialist, you will be responsible for managing and scaling the relationship with our partner BPO- Business Processing Outsourcing and outsourced team to ensure high-quality onboarding and support delivery and work with our regional partners on continuous improvement initiatives for our outsourced partners
• Own day-to-day relationships with BPO support and onboarding teams across multiple regions and be the main communication bridge between both
• Define and manage KPIs, SLAs, and quality benchmarks in collaboration with Phorest stakeholders
• Conduct regular business reviews and performance assessments and also monitor, report on, and continuously improve BPO KPIs (including customer satisfaction, onboarding speed/quality, adherence to process, and cost efficiency)
• Budget management of all outsourcing costs, timings and billing
• Ensuring all BPO and outsourced partners adhere to compliance and legal requirements Globally
• Act as the primary escalation point for any partner delivery issues
• Ensure clear documentation, process alignment, and consistent communication
• Continuous improvement of existing processes, working with the regional teams and BPO leads
• Support expansion and standardization of onboarding projects across all regions, ensuring every new client receives a consistent, positive experience
• Collaborate with internal teams (CX, Product, Sales, Training) to optimise onboarding processes and address process gaps or regional differences
• Build and manage an ongoing training program, a knowledge base, SOP’s and product updates for our outsourced partners
• Project manage global rollout of onboarding initiatives and process improvements, from pilot to scale, coordinating stakeholders and holding BPOs accountable for delivery
• Analyse feedback and metrics to identify trends and opportunities for both the BPO and Phorest onboarding operations
• Act as a subject matter expert for regional onboarding requirements, process documentation, and change management relating to BPO-supported activities
• Ensure all outsourced members are set up for success with the right tools & systems access
• Work closely with Customer Support, Product, Business Systems, and Regions to ensure partner teams are up-to-date on product changes and workflows
• Champion customer experience by identifying and resolving pain points in the onboarding journey
• Drive continuous feedback loops between partner teams and internal departments
• Customers go live on time, with minimal issues and high satisfaction
• Clear communication, timely handovers, and efficient coordination across teams
• Onboarding processes are continuously refined to support global scale and consistency
• Metrics such as onboarding CSAT, time to value, and first 90-day retention improve

• We usually respond within three days