Manager, BPO & Operations

end to end operational management of the overseas BPO calling program that supports insurance eligibility workflows with potential to expand into other areas. This role will be responsible for hiring, onboarding, training, production oversight, quality assurance, vendor governance, reporting, financial controls, and cross functional escalation relating to the BPO program. The role ensures consistent service level performance despite limited product/engineering enablement.
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* KEY RESPONSIBILITIES:

** Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements.
** SPECIFIC KNOWLEDGE &

SKILLS:

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* ** Must-Have Qualifications
** Proven experience managing offshore teams in a high-volume operational environment Strong operational leadership skills, including hiring, onboarding, training, and performance management Experience overseeing BPO/EOR vendor relationships, staffing, compliance, and invoice accuracy Hands-on experience with daily production oversight, service levels, throughput, and quality metrics Ability to diagnose workflow constraints and improve efficiency, accuracy, and turnaround times Experience conducting quality assurance, delivering structured feedback, and maintaining calibration

Ability to partner cross-functionally with Product, Engineering, BI, and Support teams Strong analytical skills with experience using operational metrics, reports, and dashboards Excellent communication skills and ability to manage escalations with customers, partners, and internal teams Demonstrated ability to build and maintain SOPs, training materials, and operational processes
** Nice-to-Have Qualifications
** Familiarity with insurance eligibility workflows, payer requirements, or dental/medical RCM Knowledge of Domo, Power BI, Tableau, or similar BI tools

Experience with CXOne/NICE, Mango Voice, or similar contact center systems

Experience building interim manual reporting and operational dashboards Experience reducing operational cost-per-request or implementing automation within BPO workflows Prior experience supporting customer audits or partner reviews Familiarity with ticketing or CRM platforms (e.g., Salesforce, Jira)
** GENERAL SKILLS &

COMPETENCIES:

** management and leadership skills and ability to attract, Outstanding verbal and written communication skills and ability to resolve disputes effectively Outstanding presentation and public speaking skills

Outstanding independent decision making, analysis and problem-solving skills

Ability to plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility

Outstanding planning and organizational skills and techniques

Strong negotiating skills and ability to effectively manage internal and external relationships

Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics of professional and managerial skills with a Ability to lead and develop virtual teams

Outstanding in multiple technical and business skills
** MINIMUM

WORK EXPERIENCE:

** Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 3 or more years of management experience.
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* PREFERRED EDUCATION:

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* * A great place to work with fantastic people.
* A career in the healthcare technology industry, with the ability to grow and realize your full potential.
* Competitive compensation.
* Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one.

When technology connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience -- from first contact and scheduling, to clinical treatment and billing, to ensuring loyalty and recurring care.

If you are looking for a growing career that makes a difference, come be part of our team today!
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