Director, Business Process Outsource Operations

Director, Business Process Outsource Operations

Lead all outsourced business services delivered through BPO partners, ensuring performance, governance, and alignment with Global Business Services objectives.

• Lead governance and relationship management with BPO vendors to ensure delivery performance, service quality, and alignment with business and digital transformation objectives.
• Support contract execution by monitoring compliance with service level expectations, escalation protocols, risk controls, and commitments related to automation, analytics, and AI enablement.
• Drive operational effectiveness by partnering with internal stakeholders and BPO teams to optimize processes, standardize service delivery, and embed digital and AI capabilities where beneficial.
• Implement performance management routines, including business reviews, performance reporting, issue resolution mechanisms, and corrective action plans that account for both operational and technology-driven improvements.
• Coordinate long-term capability development by fostering innovation, scalability, and technology adoption with BPO partners to strengthen overall service excellence and digital maturity.

• Bachelor’s degree or higher in business, engineering, supply chain, technology, or operations.
• Twelve years of progressive leadership experience in shared services, BPO operations, service delivery, or global business operations across private, public, government, or military environments.

• Master’s degree (preferred).
• Expertise in vendor governance, performance management, and operational risk oversight.
• Strong background in digital transformation, including automation, analytics, and AI-enabled process improvement.
• Proven leadership skills with the ability to influence senior stakeholders and manage cross‑functional teams.
• Experience leading BPO operations in a Global Capability Center or Global Business Services environment.
• Familiarity with global contracts, commercial models, and multi‑vendor ecosystems.
• Background in Lean, Six Sigma, or continuous improvement methodologies.
• Experience driving large-scale transformation or technology-enabled operating model redesign.

• On‑site model: minimum four days per week at the 3M Center in Maplewood, MN or another 3M office location.
• Travel may include up to 50% domestic/international.
• Relocation may be authorized.

Expected compensation range: $250,000 – $290,000 USD (base and variable incentive). Eligible for standard 3M benefits, including Medical, Dental & Vision, Health Savings Accounts, Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits.

Must be legally authorized to work in the U.S. without sponsorship.

3M does not discriminate in hiring or employment on the basis of race, color, sex, national origin, religion, age, disability, veteran status, or any other characteristic protected by applicable law.