Customer Support Operations Partner Manager

Austin, TX 78701

Posted: 02/21/2023 Job Number: 37004

Job Description

This position comes with full benefits, including medical, dental, vision, life, 401k and more!

At Crystal Equation, we empower people and advance technology initiatives by building trust.  Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start.  We will serve to empower you along the way and provide the path for your professional journey.


Program Manager IV


As Customer Support Operations Partner Manager at our company you will apply a laser focus on managing partner support performance to contract and executing target performance results. While serving as the connective tissue between internal and partner support operations, you will use critical and key performance indicators and contact drivers as signals to drive partner performance, service delivery results, and business/product/operational improvements that satisfy and delight our customers. Your mission will be to drive partner support organizations to deliver world-class, multi-channel, customer-facing support and service operations capabilities. Your ultimate goal is complete customer satisfaction.

  • Liaison between business and contact center operations
  • Actively manage partner delivery against them
  • Implement tracking mechanisms to support business understanding of key contact drivers and their root causes
  • Analyze and utilize data related to contact drivers, NPS, CES, FCR, CSAT, and other channels to drive continuous process and program improvement
  • Review and process BPO invoices
  • Drive and support training content development and delivery, including agent and customer facing knowledge center content
  • Support Weekly, Monthly, and Quarterly business reviews
  • Ensure partner workers are on-boarded with the correct tooling access/permissions
  • Work with IT and Infosec to ensure partner compliance with established security requirements
  • Work with Global Outsourcing to ensure periodic partner benchmarking is performed
  • Identify, elevate, and drive opportunities to improve partner worker engagement, operational efficiency, and customer effort reduction & clearly communicates progress of initiatives
  • Communicate qualitative and quantitative input from partner support channels
  • Work dynamically and cross-functionally to escalate and resolve issues and assist with developing and executing program requirements
  • Travel 25%

Minimum Qualifications:
  • BA/BS degree 5+ years experience in customer-facing communications, community management, customer service, contact center management, and/or program management 1+ year experience managing a partner relationship focused on customer support operations

Preferred Qualifications:
  • Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders Experience running data analysis, including volume forecasting

Must Have Skills:
  • Experience dealing with BPOs. Either have worked for one or have had to manage the contact center.
  • Experience developing and managing ticket forecasting
  • Experience with project management
  • Experience with statistical analytics
  • Green belt six sigma or COPC

Meet Your Recruiter

Krista McIlwaine

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