Global BPO Specialist

Qualifications

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

Experience in salon, spa, clinic, or SMB SaaS environments

Familiarity with Gainsight, Notion, Rocketlane, or similar onboarding platforms

Experience working with outsourced/BPO teams across time zones

Benefits

🧘Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks

💰Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options

Responsibilities

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

This role requires strong relationship management skills, attention to detail, and a passion for delivering exceptional customer experiences

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

Cross-Functional Collaboration

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

Key Metrics for Success

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