Senior BPO Relationship Manager -ExamSoft (USA Remote)

Company: Turnitin
Location: Irvine
Posted on: June 25, 2022

Job Description:

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Japan, Korea, Mexico, the Netherlands, the Philippines, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.


Job Description

Turnitin partners with institutions to ensure the integrity of global education and meaningfully improve learning outcomes. Today, Turnitin serves over 15,000 institutions globally and is rapidly expanding to reach its five year vision of becoming the definitive global leader in integrity and assessment.

Turnitin's assessment delivery operations consist of a global team and partner relationships to deliver high quality services to the customer base and allows Turnitin to scale their operations in a seamless and efficient manner.

The Senior Delivery Manager will lead and manage the Turnitin service delivery team, and help define and improve delivery management core processes and improvement opportunities. This role focuses on managing and improving our nearshore and offshore partnerships, a central part of our assessment delivery operations. Collaborating with local and partner sites, the Senior Delivery Manager will implement change initiatives, align priorities against corporate strategy, ensure consistent and sustainable improvement as well as drive strategic milestones. Overall, the candidate will be responsible for global operational excellence, quality deliverables and lead customer experience initiatives. The Senior Manager is an experienced leader who drives customer satisfaction and business results, delivering value to our customers.

Key Responsibilities and Outputs

• Manage optimal contract fulfillment with our BPO partners from a day-to-day relationship and operational perspective
• Manage and improve our delivery model in order to meet contract agreements which include:
  • Manage outsourced contact center and content management operations, owning operational processes and measure outcomes
  • Define and closely monitor day-to-day service levels and overall KPIs, including CSAT and quality measures
    
  • Work with large sets of data to build pipelines and analytics for reporting, finesse the accuracy of Turnitin service delivery operations and continuously improve quality
  • Manage partner and internal stakeholders expectations and ensure implementations/use of the services are within the agreed scope and timeframe
  • Collaborate with all stakeholders required for delivering Turnitin assessment services
  • Identify and implement new strategies/policies/systems to improve service delivery performance and accuracy by:
    • Performing trend analysis, continuously evaluate areas of opportunity and create process
    • improving roadmaps
    • Providing feedback and report on Partners performance
    • Coordinating team training and ensuring compliance
      
    • Coordinate the activities of the service delivery team members to meet contract obligations within service levels and costs
    • Monitor service delivery operations and provide coaching, and motivation to maximize team performance and growth
    • Observe and adjust the budgets and cost reduction through:
      • Managing staffing to ensure adequate coverage and operational optimization
      • Driving continuous improvement through Weekly, Quarterly and Yearly Business, Reviews/Calibration
        
        
        
        Qualifications
        
        
        • 5 years of experience in managing nearshore / offshore teams over at least 100 people
        • Relevant experience in procurement and contract management
        • Relevant experience in a BPO/KPO across support and content moderation
        • A passion to deliver on-time and the personality to overcome any obstacle, associated with the ability to work individually or as part of a team.
        • Highly data-driven with a commitment to process.
        • The ability to thrive in a fast-paced, dynamic and always changing environment.
        • Outcome oriented approach and mindset.
        • Good presentation skills is a must
        • Excellent analytical & communication skills
        • Ability to conduct root-cause analysis for process gaps highlighted
        • Excellent interpersonal & Management skill
        • Proficient with MS Excel, MS Word, MS PowerPoint or Google equivalent.
        • Ability to handle pressure - timelines and customer demands
        • Collaborative approach towards resolving the issues with stakeholders & peers/sub-process areas
        • SQL literacy
        • Experience/knowledge of the edtech industry
        • Prior experience in Internet based accounts and Customer service industry
        • Prior Customer Management exposure
        • LEAN/Six Sigma - Trained, Tested and Certified
        • Fluency in another european language
          
          
          Additional Information
          
          Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
          
          Our Values underpin everything we do.
          
          • Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
            
          • Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
            
          • Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
            
          • Action & Ownership - We have a bias toward action and empower teammates to make decisions.
            
          • One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.
            
          • Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.
            
            
            Seeing Beyond the Job Ad
            
            At Turnitin, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team!
            
            Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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