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Ignite BPO Operations Manager

We’re looking for an experienced BPO Operations Manager to oversee end-to-end outsourced operations across multiple divisions and offshore partners.

This role is the key link between internal teams and BPO providers, ensuring strong alignment, effective communication, and high-quality service delivery. Success will come from building trusted relationships, maintaining governance standards, and driving continuous improvement, including the use of AI and automation.

Key Responsibilities:

• Manage multiple BPO functions across offshore sites
• Act as the central point between internal stakeholders and BPO partners
• Oversee KPI, SLA, QA, and performance frameworks
• Lead performance reviews and drive continuous improvement initiatives
• Ensure processes, SOPs, and workflows remain aligned and up to date
• Support and embed change across BPO teams
• Identify and implement AI and automation opportunities
• Facilitate strong cross-functional collaboration across operations, sales, customer service, and technology
• Proven experience managing BPO or outsourced operations
• Strong stakeholder management and communication skills
• Experience with performance frameworks and governance
• Continuous improvement mindset, with exposure to automation/AI initiatives
• Able to work across multiple teams and environments
• Quarterly travel to offshore BPO sites (3 locations)
• High-impact role driving operational excellence and innovation

Key Capabilities, Traits and Success Profile:

• Experienced in BPO, outsourced or managed service operations, with a strong foundation in service delivery, vendor management, and operational governance.
• Brings proven ability to manage complex, cross-functional stakeholder environments and deliver across customer service, sales, or back-office functions, supported by a solid understanding of KPI, SLA, QA, and performance frameworks.
• Skilled at translating strategy into execution and leveraging AI, automation, and workflow optimisation to drive efficiency.
• A confident communicator and relationship builder who influences without authority, thrives in fast-paced and ambiguous environments, and remains highly organised, collaborative, and outcome-focused.
• Naturally curious and forward-thinking, with a strong interest in innovation and continuous improvement.
• Success in this role is demonstrated through strong alignment between internal teams and BPO partners, consistent delivery against KPIs and SLAs, and the ability to maintain efficient, scalable processes that evolve with change.
• Issues are proactively identified and resolved, AI and automation initiatives deliver measurable impact, and BPO operations operate as a seamless extension of the business.

What you'll enjoy:

Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.