BPO Manager

Create the Future of Travel With Us

Whether it's visiting the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is essential. Yet we've all experienced the aches and pains of getting to our destination.

More than 4 billion airline passengers rely on technology that hasn't kept up with modern expectations. That's why we're rebuilding the infrastructure that underpins the travel industry - simplifying systems and building tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we're backed by Benchmark, Blossom, Index Ventures, and Kima Ventures - a fantastic set of investors that has helped build some of the world's largest companies.

Our London team is growing, and we're looking for talented people to join us on our journey.

We’re looking for a Global Vendor/BPO Manager to own and scale Duffel’s outsourced operations across three BPO partners operating in multiple locations.

You will be responsible for vendor performance, operational excellence and continuous improvement across our global support network. This role sits at the intersection of operations, customer experience and commercial management.

This is a high-impact role for someone who enjoys building structure, driving accountability and improving performance in a fast-growing environment.

• Own day-to-day relationships with three global BPO partners across all sites
• Establish and run vendor governance (WBRs, QBRs, scorecards)
• Monitor and improve key metrics including CSAT, SLA, quality and productivity
• Drive corrective action plans where performance gaps are identified
• Work with Ops Leads, Training Manager & QA Manager to standardise processes, SOPs and knowledge management across partners
• Support global capacity planning and forecasting
• Manage escalations and ensure timely resolution across time zones
• Identify automation and efficiency opportunities in outsourced workflows
• Support vendor selection and RFP processes as Duffel scales
• Ensure business continuity and risk mitigation across locations

• You have 5+ years managing BPO or vendor operations in a high-growth tech, travel, fintech or SaaS environment
• Have experience managing multi-vendor, multi-site global BPO operations
• Highly data-driven and comfortable using metrics to drive decisions
• Have strong stakeholder management and communication skills
• Comfortable operating in fast-moving, ambiguous environments
• Have experience owning SLAs, KPIs and vendor governance frameworks
• Have commercial awareness and experience managing vendor costs
• Ability to travel to BPO sites
• Experience in a startup or scale-up environment

💰 Competitive salary + equity (you'll own part of Duffel)

🏝️ Work from anywhere policy

🛩️ Duffel travel allowance (use what we build)

🍼 Matched parental leave

🧘♂️ Sabbatical programme (3 months full pay)

🌎 Visa sponsorship available

🪩 Office in Shoreditch + regular team socials