Senior Specialist - BPO Excellence

You are the analytical engine and financial architect behind our Happiness Delivery (HD) BPO operations. You don’t just track costs. You translate financial data into quality, efficiency, and actionable strategy. Acting as the critical link between our financial investments and our customer experience, you will evaluate performance, challenge the status quo, and provide our leadership with the crystal-clear visibility needed for data-driven decisions.

• Command the financial lifecycle: Own the end-to-end PO2PAY process. You will seamlessly manage Purchase Order creation, rigorously evaluate vendor invoices, drive the payment pipeline, and partner with accounting to ensure precise inputs.
• Architect flawless processes & reporting: Ensure absolute data accuracy within our BPO financial reporting. You will constantly analyze how our costs stack up against our Budget, YeFC forecasts, and E-com revenues, while identifing and executing on specific, actionable improvements that elevate our cyclical frameworks and methodologies.
• Translate metrics into strategy: Track and dissect core BPO performance metrics (i.e., Cost Per Hour, Cost per Interaction, Cost per Satisfied Customer, Cost per Resolution). You will transform this data into executive-level monthly reports that provide true visibility into our operational health.
• Champion continuous improvement: Don't just find the gaps—think how to fix them. You will identify areas of opportunity within our BPO operations and the broader CS function, stepping into a Project Manager role to drive or participate in end-to-end improvement initiatives.
• Enable flexible operational scaling: Act as the implementation bridge when expanding operational footprint, managing end-to-end integration projects whenever new service lines or capabilities are transitioned to vendor partners to support business growth.

• Operational Mastery: 5+ years of hands-on operations leadership in the BPO space. You know what it takes to run the floor and optimize the day to day.
• Holistic Vision: You are an all-rounder in CS & BPO ops with a blend of hard analytical rigor, stakeholder management and sharp soft skills. You deeply understand how operations interconnect with WFM, QA, Training, and the broader customer service ecosystem.
• Global Playbook: Proven experience managing global accounts and driving or supporting Geo-Expansion initiatives.
• Methodical Rigor: COPC certification (or deep working knowledge of COPC methodologies) and a Project Management Certification are highly desired.
• Performance Excellence: Demonstrated experience in building and executing performance frameworks, including KPI interpretation, benchmarking, and target setting.
• Language skills: Proficiency in English, German is an advantage. Other languages are a plus.