Global BPO Program Manager

 The Global Business Process Outsourcing (BPO) Program Manager is the owner of Zoom’s BPO Partner Program Globally. They will build and oversee the end-to-end performance, governance, and strategic enhancements of our BPO Partner Program globally. The candidate will ensure that we are listening to what our BPO Partners need, balance those needs with our business needs, during the program build, launch and then program management phases.

You won’t be acting alone though; you’ll work with a cross functional team responsible for business development, channel account management, sales engineering and operations specifically focused on our BPO Partners in your day-to-day in this role.

Before you read on, this role is ideal if you enjoy building programs, solving complex problems, you’re able to collaborate with cross functional teams and you want the opportunity to build something brand new for Zoom Partners. 

Please do not apply if you do not have BPO experience.  

Responsibilities:

• Build and launch a brand new Zoom BPO Partner Program for our partner community.

• Develop a pricing and billing model (with support from cross functional teams) that enables the billing requirements of BPO’s.

• Collaborate with global enablement to ensure Zoom Channel Teams and Zoom Partners are properly enabled on this program, and can effectively take advantage of it. 

• Identify risks, trends, and improvement opportunities for the BPO Program once launched

• Maintain strategic BPO engagement in order to stay connected to the partner base, and their specific business needs

• Manage partner issues, escalations, and own corrective action plans as related to our programs.

• Collaborate with internal teams including Operations, IT, Finance, Legal, Procurement, HR, and Compliance as required to support your charter.

• Translate business requirements into clear service delivery expectations

• Provide executive-ready reporting, insights, and partner program recommendations

• Establish, monitor and report on key performance indicators (“KPI”)

Requirements:

• Must have 6–10+ years of experience working for/with BPO’s globally

• Must have 5+ years experience building partner programs

• Must have 3+ years of experience specifically with BPO Partner Programs

• Bachelor’s degree in Business, Operations, Management, or a related field

• Strong interpersonal and team building skills; ability to work with a diverse team and influence/drive change across functional and business boundaries

• Excellent communication skills, both verbal and written, and tactful diplomacy

• Strong financial and operational acumen (you will need to be able to role up your sleeves).

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.