Program Manager, CX BPO Partner Operations

About the Company:

Worldcoin () is an open-source protocol, supported by a global community of developers, individuals, economists and technologists committed to expanding participation in, and access to, the global economy. Its community is united around core beliefs in the inherent worth and equality of every individual, the right to personal privacy, and open and public collaboration. These beliefs are reflected in what the community is building: a public utility to connect everyone to the global economy.

The Worldcoin Foundation () is the protocol’s steward and will support and grow the Worldcoin community until it becomes self-sufficient. Tools for Humanity () is a global hardware and software development company. It helped launch Worldcoin and continues to provide support to the Foundation, in addition to operating the World App.

This opportunity would be with Tools for Humanity.

Location: Manila, Philippines or remote

About the Role:

• Develop and maintain strong, strategic relationships with external customer support vendors, ensuring alignment with our company's objectives and customer experience standards.
• Regularly evaluate vendor performance against key metrics and standards, implementing continuous improvement initiatives to address any gaps.
• Lead the negotiation of contracts, rates, and Statement of Work (SOW) requirements, securing favorable terms while ensuring compliance with service level agreements (SLAs).
• Coordinate with internal teams to forecast customer support needs, including volume forecasting and workforce planning, to ensure vendors are adequately staffed to meet demand.
• Conduct regular site visits to vendor locations to audit processes, review operational effectiveness, and foster a culture of continuous improvement and excellence.
• Manage the financial aspects of vendor partnerships, including budgeting, invoice reconciliation, and financial forecasting, ensuring cost-effectiveness and ROI.
• Facilitate the integration of new technologies and processes across BPO partners to enhance customer support capabilities and efficiency.
• Serve as the primary liaison between the company and external partners, effectively communicating needs, expectations, and feedback from all stakeholders.

About you:

• Proven experience in BPO vendor management, ideally within a fast paced, high growth support context, with a track record of improving vendor performance.
• Strong negotiation skills, with experience managing contracts and financial agreements.
• Excellent communication and interpersonal skills, with the ability to build relationships with partners and stakeholders at all levels.
• Analytical mindset, capable of interpreting performance data to drive decision-making and improvements.
• Ability to work in a fast-paced environment, managing multiple projects and responsibilities simultaneously.
• Willingness to travel extensively, including international travel, to meet with partners and conduct site audits.
• Adaptability and flexibility, with the capacity to quickly adjust to new challenges and business needs.