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Global Bpo Specialist

2 weeks ago

Montréal, Canada Phorest Full time

**Hiring Location**:

- ** USA**: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
- **Canada**: Ontario, Quebec

**About Phorest**:
Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally - that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

**The Opportunity**:
As a **Global BPO Specialist,** you will be responsible for **managing and scaling the relationship with our partner BPO- Business Processing Outsourcing**and outsourced team to ensure high-quality onboarding and support delivery and work with our regional partners on continuous improvement initiatives for our outsourced partners.

This role requires strong relationship management skills, attention to detail, and a passion for delivering exceptional customer experiences. This is an exciting role for a dynamic, detail-oriented professional who thrives on solving problems, managing projects, and collaborating across global teams to deliver impact.

**What You'll Do**:

- Own day-to-day relationships with BPO support and onboarding teams across multiple regions and be the main communication bridge between both.
- Define and manage KPIs, SLAs, and quality benchmarks in collaboration with Phorest stakeholders
- Conduct regular business reviews and performance assessments and also monitor, report on, and continuously improve BPO KPIs (including customer satisfaction, onboarding speed/quality, adherence to process, and cost efficiency)
- Budget management of all outsourcing costs, timings and billing.
- Ensuring all BPO and outsourced partners adhere to compliance and legal requirements Globally.
- Act as the primary escalation point for any partner delivery issues
- Ensure clear documentation, process alignment, and consistent communication
- Continuous improvement of existing processes, working with the regional teams and BPO leads.
- Support expansion and standardization of onboarding projects across all regions, ensuring every new client receives a consistent, positive experience.
- Collaborate with internal teams (CX, Product, Sales, Training) to optimise onboarding processes and address process gaps or regional differences.
- Build and manage an ongoing training program, a knowledge base, SOP’s and product updates for our outsourced partners.
- Project manage global rollout of onboarding initiatives and process improvements, from pilot to scale, coordinating stakeholders and holding BPOs accountable for delivery.
- Analyse feedback and metrics to identify trends and opportunities for both the BPO and Phorest onboarding operations.
- Ensure all outsourced members are set up for success with the right tools & systems access.

**Cross-Functional Collaboration**:

- Work closely with Customer Support, Product, Business Systems, and Regions to ensure partner teams are up-to-date on product changes and workflows
- Champion customer experience by identifying and resolving pain points in the onboarding journey
- Drive continuous feedback loops between partner teams and internal departments

**Key Metrics for Success**
- Customers go live on time, with mínimal issues and high satisfaction
- Clear communication, timely handovers, and efficient coordination across teams
- Onboarding processes are continuously refined to support global scale and consistency
- Metrics such as onboarding CSAT, time to value, and first 90-day retention improve

**Who You Are**:
**Requirements**:

- Minimum 4 years of experience managing a BPO or outsourced operation, ideally in SaaS, tech, or customer-facing environments.
- Prior experience supporting large-scale onboarding, implementation or customer success projects with a BPO—ideally globally or across multiple regions.
- Strong project management skills, capable of coordinating complex, multi-stakeholder projects from start to finish.
- Data-driven mindset, with the ability to interpret trends, surface issues, and propose actionable solutions.
- Excellent communicator with strong relationship-building and stakeholder management abilities.
- Comfortable working independently in a fast-paced, scaling business.
- Proven problem-solver with high attention to detail; calm under pressure and focused on continuous improvement.
- Willingness to travel, including international, as required.

**Nice to Have**:

- Experience in salon, spa, clinic, or SMB SaaS environments
- Familiarity with Gainsight, Notion, Rocketlane, or similar onboarding platforms
- Experience working with outsourced/BPO teams across time zones

**Benefits**

Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.

Employees also have access to