Senior Manager, BPO Operations

At Trevi Pay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, Trevi Pay brings 40 years of experience serving leaders in manufacturing, retail and transportation.

Every day, Trevi Pay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.

is the operational leader responsible for managing the day-to-day delivery of Trevi Pay’s outsourced customer experience through our external BPO partner. This role ensures that every outsourced interaction reflects Trevi Pay’s commitment to quality, consistency, and a world-class customer experience.

Reporting to the VP, Three Rivers Customer Experience, this leader owns the operational rhythm of the BPO relationship: SLA performance, quality oversight, workforce coordination, escalation management, and continuous improvement. While the VP owns the strategic direction and contract economics, the Senior Manager translates that strategy into daily execution and holds the partner accountable for results.

This role leads a small internal team and serves as the primary point of contact between Trevi Pay and the BPO partner for all operational matters.

• Serve as the primary operational point of contact with the BPO partner, managing the day-to-day delivery relationship across all service lines (Customer Support, Accounts Receivable/Collections, Unapplied Cash).
• Own the operational rhythm: weekly business reviews, monthly performance reviews, quality calibrations, and escalation management.
• Monitor and enforce SLA performance, accuracy, and quality standards. Identify trends, surface risks early, and drive corrective action.
• Ensure compliance with BPO contract terms, including service commitments, reporting obligations, change controls, and commercial provisions. Track and flag any deviations proactively.
• Manage workforce coordination with the BPO partner, including staffing levels, scheduling, attrition tracking, and capacity planning to meet volume demands.
• Lead quality oversight efforts in partnership with Trevi Pay’s Center of Excellence, ensuring that the BPO partner delivers service that is consistent with Trevi Pay’s standards and the client experience our customers expect.
• Manage escalations between Trevi Pay and the BPO partner, driving timely resolution and root cause analysis.
• Support the VP in evaluating BPO contract performance, resource utilization, and cost effectiveness. Surface data and recommendations that inform strategic decisions on staffing models, unit economics, and service mix.
• Participate in BPO contract renewal negotiations, representing operational performance and requirements to support favorable terms
• Partner cross-functionally with internal teams (Account Management, Product, Quality, Training, AR, Project Management) to ensure smooth onboarding of new clients and a connected experience across every customer touchpoint.
• Benchmark contract terms/SLA’s against industry norms, recommending adjustments to keep the agreement current and competitive
• Lead and develop a small internal team of delivery analysts and service excellence specialists who liaise between Trevi Pay and the BPO partner.
• Develop associates and emerging leaders on the team through coaching, feedback, and career pathing, building a strong bench of operational talent
• Drive continuous improvement initiatives that enhance productivity, reduce defects, and improve the overall customer journey delivered through the BPO…