Business Process Outsourcing (BPO) Manager
** U.S. BASED CANDIDATES ONLY **
About SafelyYou
SafelyYou’s passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities.
Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own family's experience with Alzheimer's disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals.
SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation.
Your Role at SafelyYou
As a Business Process Outsourcing (BPO) Manager, you will oversee the entire process of contracting specific business functions to third-party service providers, define and measure quality standards and service level agreements (SLAs), and deliver cost-effective results by managing vendor relationships, monitoring performance, and identifying areas for improvement; essentially acting as the liaison between the company and the outsourced service provider.
Key Responsibilities:
- Identify potential vendors, evaluate their capabilities, negotiate contract terms, and ensure favorable pricing and service levels.
- Analyze existing business processes, document procedures, and design workflows for efficient outsourcing.
- Oversee the transition of business processes to the outsourced provider, including data documentation, automation tools, reporting, training, and change management.
- Track key performance indicators (KPIs) like productivity, accuracy, and customer satisfaction against SLAs, and identify areas for improvement.
- Establishes quality standards, conducting audits, and addressing quality issues to maintain service levels.
- Build and maintain strong relationships with outsourced vendors, addressing concerns, and ensuring open communication.
- Manage the workload demand and resourcing forecast based on budget requirements and service delivery goals.
- Analyze costs associated with outsourcing, identify cost-saving opportunities, and manage a budget.
- Identify potential risks associated with outsourcing - developing mitigation strategies, and ensuring compliance with relevant regulations.
- Communicate effectively with internal stakeholders, keeping them updated on outsourcing progress, and addressing their concerns.
The Ideal Candidate
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 3-5 years of experience in BPO management
- Strong understanding of outsourcing models, contract negotiation, and performance management.
- Minimum of 2 years of experience in delivering a high reliability service
- Excellent leadership and communication skills with the ability to work cross-functionally.
- Proficiency in data analysis and performance tracking tools.
- Ability to manage multiple projects and drive results in a fast-paced environment.
- Knowledge of compliance and regulatory requirements related to outsourcing.
- Experience with process automation, digital transformation, or AI-driven outsourcing solutions is a plus.
- Travel internationally 4+ times per year to perform audits and training
- Passionate about our mission and our technology
- Experience with G Suite, Slack, and BI Tools
Why Join Us? You Can Make a Difference!
- SafelyYou offers a competitive compensation package, including but not limited to:
- A mission-driven company culture
- Fully remote
- Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision, and Life Insurance
- Company Equity: An opportunity to share in the company’s success through ownership, allowing you to directly benefit from the growth and impact you help create.
- 401(k) Program
- Company laptop
- Monthly Education, Well-being & WFH stipends
- Unlimited PTO
- Growth potential
- Company retreats
- Medical & Family/Parental Leave
- Bereavement Leave
- Jury Duty Leave
- Reproductive Loss Leave
- Professional development opportunities
At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.