Offshore BPO Operations Manager

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $17 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC- registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

We are looking for a results‑driven, customer service oriented leader with a passion for operational excellence and cross‑functional collaboration. As the Offshore BPO Operations Manager, you will oversee our offshore vendor partners, ensuring seamless delivery of customer service operations aligned with Figure’s quality standards, regulatory expectations, and performance goals.

This role is ideal for someone who leads with accountability, thrives in a fast paced environment, and brings a strategic mindset to vendor relationship management. Your ability to foster alignment, improve efficiency, and drive performance will be key to ensuring our offshore teams deliver exceptional service at scale.

You’ll play a critical role in scaling our support capabilities, ensuring our customers have a consistent, secure, and high quality experience no matter where they engage from.

• Own and manage relationships with offshore BPO partners, ensuring clear alignment on performance goals, operational expectations, and contract terms.
• Conduct regular business reviews, performance check‑ins, and site visits to build trust and drive accountability.
• Monitor BPO partner performance through metrics like handle time, SLA adherence, quality scores, CSAT, and compliance.
• Identify gaps and partner with vendor leadership to implement solutions that drive continuous improvement and service consistency.
• Oversee daily operations across multiple BPO locations to ensure seamless, compliant, and scalable customer service delivery.
• Ensure consistency in process execution, workforce management, and adherence to internal policies and procedures.
• Collaborate with internal teams including Workforce Management, QA, Training, Compliance, Financial Crimes, Credit, and Partnerships to ensure vendor performance supports company goals.
• Provide operational insights to inform staffing models, forecasting, and training needs.
• Identify inefficiencies across offshore operations and implement process improvements to enhance efficiency, reduce cost, and maintain a high‑quality customer experience.
• Ensure all offshore operations align with regulatory requirements, data privacy laws, and internal compliance policies.
• Manage escalations effectively, including security incidents, operational disruptions, or performance concerns.
• Travel periodically to offshore vendor sites to conduct operational reviews, lead in‑person planning sessions, and strengthen vendor relationships.

• BA/BS from an accredited university (preferred).
• 2+ years of leadership experience, with a focus on call center or customer operations.
• 1+ years of experience managing third‑party vendors or offshore BPO operations.
• Strong background in performance management, service delivery, and SLA enforcement.
• Previous experience in financial services, mortgage, or tech support preferred.
• Excellent communication, negotiation, and vendor engagement skills.
• Experience navigating compliance, data security, and regulatory frameworks…