Director of BPO Field Operations (100% Remote)
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AI Summary
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
The kind of people we look for:
- Versatile people who thrive on variety and challenge
- Excited about working in a fast-paced environment.
- Innate problem solvers who want to grow in a flexible, collaborative culture.
- Takes initiative, pushes boundaries, motivated to innovate.
- Individuals with a growth mindset who want to use their learning and relationship-building skills.
- Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.
Summary:
The Director of BPO Field Operations is responsible for the strategy, development, management, and performance of ClearCaptions' outsourced field service network. This role will ensure that all BPO installation partners deliver customer experience, installation quality, regulatory compliance, and product knowledge level equal to or exceeding ClearCaptions' Direct field organization.
The Director will own vendor strategy, partner selection, contract negotiations, performance management, quality assurance, training and certification programs, scheduling standards, inventory readiness, and operational performance across all outsourced field service providers.
This role serves as the primary point of accountability for building a scalable national BPO field service model capable of supporting company growth while maintaining exceptional customer outcomes and cost efficiency.
What This Role Does:
BPO Strategy & Network Development
- Develops and executes the long-term strategy for ClearCaptions' outsourced field service network.
- Designs and maintains a scalable outsourced field service network by evaluating service providers, optimizing geographic coverage and partner capacity, and assessing partner performance to support business objectives and customer demand.
- Continuously assesses partner performance and makes recommendations regarding expansion, consolidation, or replacement.
Vendor Selection & Contract Management
- Identifies, evaluates, and onboards BPO field service providers.
- Leads contract negotiations, pricing discussions, service level agreements (SLAs), and performance guarantees.
- Develops compensation models and incentive structures that align vendor performance with company objectives.
- Manages vendor relationships, business reviews, and accountability for contractual obligations, SLAs, and performance standards.
Quality & Performance Management
- Establishes operational standards that mirror the performance expectations of ClearCaptions' Direct field organization.
- Develops vendor scorecards and reporting mechanisms to measure; installation quality, customer satisfaction, adoption and activation rates, compliance performance, productivity, lead generation, and cost per installation
- Conducts regular business reviews, corrective action planning, and oversight of vendor coaching, performance management, and accountability of programs in place.
Training & Certification
- Designs and maintains a comprehensive training and certification program for outsourced field technicians.
- Ensures BPO technicians receive the same product, customer service, installation, and regulatory training standards as Direct technicians.
- Develops ongoing recertification and continuing education requirements and validates technician competency through audits, testing, and field observations.
- Ensures vendor leadership actively coaches and develops field technicians using ClearCaptions standards.
Regulatory Compliance
- Ensures all BPO technicians operate in accordance with company policies and regulatory requirements including maintaining required documentation and reporting to support regulatory requirements
- Partners with Compliance and Quality teams to identify and address performance gaps and develops compliance monitoring and audit programs.
Operational Excellence
- Develops scheduling, dispatching, and workforce planning standards for outsourced partners.
- Establishes inventory management requirements that allow dedicated BPO teams to maintain local inventory of phones, supplies, and equipment.
- Drives continuous improvement initiatives focused on quality, customer experience, productivity, and reducing operational friction to improve installation efficiency.
Financial Performance
- Owns BPO field service economics and performance.
- Manages vendor costs and ensures outsourced installation costs remain competitive with Direct installation costs where practical.
- Identifies opportunities to improve efficiency while maintaining service quality.
- Develops reporting and forecasting to support financial planning and operational decision-making.
Performs other duties as assigned.
What You Will Bring:
- Bachelor’s degree in Business, Operations Management, Supply Chain, Management or related field. Equivalent combinations of education and relevant experience will be considered.
- Minimum of eight (8) years of progressive operations leadership experience managing outsourced operations, BPOs, field service organizations, or contractor networks.
- Minimum five (5) years' experience leading multi-site or geographically dispersed teams.
- Proven experience negotiating and managing vendor contracts and service agreements.
- Experience with workforce planning, capacity management, forecasting, and budget accountability.
- Strong background in quality management, demonstrated ability to drive operational improvements, productivity gains, and customer experience outcomes.
- Proven success managing third-party vendor performance through KPIs, SLAs, scorecards, and governance processes.
- Experience developing training, certification, and performance management programs.
- Advanced problem-solving, analytical, and financial management skills, with the ability to develop strategies for operational improvements.
- Ability to plan and manage both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
- Excellent verbal and written communication skills, relationship management, and presentation skills.
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
- Respectful and outstanding leadership skills, ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment.
- Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
- Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel.
- Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).
Physical Demands:
In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.
Employees may experience the following physical demands for extended periods of time:
- Sitting, standing, and walking (90-100%)
- Keyboarding (95-100%)
- Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)
Work Environment: 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. Travel is required, approximately 10%, and may include overnight and out-of-state trips.
Compensation:
$172,000 to $187,000/yr plus 15% bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.
Protecting Your Candidate Experience
At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:
- All legitimate ClearCaptions job openings are posted exclusively on this careers page.
- Our recruiters will only contact you from verified @clearcaptions.com email addresses.
- We will never offer a job through LinkedIn messages or any social media platform.
- We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.
We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com.
We’re committed to a hiring process that is respectful, secure, and clear every step of the way.
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