Senior Manager, BPO Operations

Detroit, Michigan, United States, New York, New York, United States, San Francisco, California, United States, Washington, District of Columbia, United States

Rocket Money’s mission is to empower people to live their best financial lives. Rocket Money offers members a unique understanding of their finances and a suite of valuable services that save them time and money – ultimately giving them a leg up on their financial journey.

• You will be responsible for all operational and business components of our BPO program - including SOPs, reporting, issue resolution, and vendor performance management
• Lead daily operational oversight and serve as the primary internal point of contact for all BPO partners
• Partner closely with Product, Engineering, Finance, and Ops leadership to align BPO operations with broader business priorities and drive cross-functional execution
• Build and maintain operational reporting, delivering performance insights and providing regular recommendations for improvement
• Design and implement process improvements that drive consistency, efficiency, and quality across all outsourced functions
• Conduct and refine QA programs with calibration sessions, agent feedback, and performance reviews to continuously raise output quality
• Constantly strive to improve team-level KPIs, holding vendors accountable to targets while identifying opportunities to optimize cost, quality, and throughput
• 3+ years of experience in BPO Management, Business Operations, or Strategy
• Proven experience managing remote vendor teams in a high-volume environment
• Hands‑on experience with daily production oversight and operational metrics
• Ability to diagnose workflow inefficiencies and build practical solutions
• Data fluency — comfortable building dashboards, reading trends, and presenting findings to senior stakeholders
• Experience in fintech or financial services a plus
• Competitive Pay
• Matching 401k
• Unlimited PTO

Additional information:
Salary range of $100,000 - $130,000/year + bonus + benefits. Base pay offered may vary depending on job‑related knowledge, skill, and experience.

Rocket Money, Inc is an Affine...
* will not be discriminated against on the basis of disability.*

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.