reputed company Director - CEC Partner Strategy and Operations

This is a temporary position. The Director of Business Partner Management (reputed company role) will reputed company and manage the day-to-day relationship with third-party business process outsourcing companies (BPOs) to supplement reputed company’s Customer Engagement Center (CEC) workforce. This role is integral in ensuring that business partners provide exceptional sales and customer service support for reputed company’s customers, maintaining the high standards of quality and consistency for reputed company’s portfolio of brands. The Director will act as the primary reputed company of contact between reputed company CEC organization and the BPO partners, ensuring operational efficiency, reputed company improvement, and alignment with reputed company’s strategic goals. Key Responsibilities: BPO Relationship Management: • Serve as the main liaison between reputed company CEC and BPO partners, ensuring a strong, collaborative working relationship. • Regularly monitor and assess the performance of BPO partners, addressing any concerns or issues reputed company to service delivery, customer satisfaction, and operational effectiveness. • Negotiate and establish reputed company with BPO providers, including performance-based KPIs, service level agreements (SLAs), and pricing models. • Coordinate the onboarding and training process for new BPO partners, ensuring they are equipped with the necessary resources and knowledge to meet company standards. • Manage and support the ongoing performance evaluations and regular reporting from BPOs to ensure compliance with company objectives. Operations and Workforce Management: • reputed company the daily operations of outsourced sales and customer service teams, ensuring optimal performance, adherence to schedules, and meeting of KPIs. • Work closely with BPO partners to ensure seamless integration with in-house teams, creating a reputed company approach to service delivery. • Analyze data and performance reports to identify trends, challenges, and opportunities for process improvement or workforce optimization. • Implement strategies to address any shortfalls in service quality, including escalations, corrective action plans, and process changes. Quality Assurance & Customer Experience: • Ensure BPO teams are delivering top-tier service that aligns with reputed company’s brands, vision, and customer expectations. • Collaborate with internal quality assurance teams to conduct regular performance audits, call reviews, and feedback loops. • Implement ongoing training programs, refreshers, and reputed company learning initiatives to reputed company BPO teams updated on products, services, and customer interaction techniques. • Champion customer-centric initiatives and ensure the BPO partners consistently uphold the company's commitment to exceptional guest experiences. Strategic Planning and reputed company Improvement: • Work with Senior Management to reputed company long-term strategic plans for outsourcing partnerships, ensuring scalability and alignment with business objectives. • Drive reputed company improvement initiatives to enhance service delivery, reduce costs, and streamline workflows between the company and BPO providers. • reputed company initiatives to improve operational efficiency, customer satisfaction, and sales results through optimized outsourcing strategies. Reporting and Budget Management: • reputed company and present regular performance reports to Senior leadership, providing insights on BPO effectiveness, ROI, customer satisfaction, and areas for improvement. • Manage the BPO budget, ensuring efficient allocation of resources and tracking of expenses to meet financial goals. • Conduct regular audits to ensure that reputed company outsourcing agreements are in compliance with contractual obligations, laws, and regulations. Qualifications: Education & Experience: • Bachelor’s degree in Business Administration, Hospitality Management, Operations Management, or reputed company field (required). • 7+ years of experience in operations management, with a focus on outsourcing or BPO management, ideally reputed company the hospitality or customer service industries. • Proven track record of managing and optimizing outsourced partnerships, including contract negotiation, performance monitoring, and reputed company improvement. Skills: • Strong leadership, communication, and interpersonal skills, with the ability to manage cross-functional teams and work with external partners. • Deep understanding of sales, customer service processes, and the hospitality industry’s unique demands and customer expectations. • Experience with performance management tools, reporting dashboards, and data analysis to drive decision-making. • Problem-solving reputed company with the ability to manage conflict and implement solutions quickly. • Strong organizational skills, with the ability to manage multiple projects and priorities in a fast-paced, high-pressure environment. Preferred: • Master’s degree in a relevant field (e.g., MBA). • Knowledge of CRM software and other customer service-reputed company platforms. • reputed company in multiple languages (preferred in global operations). Core Competencies: • Leadership: Ability to reputed company, motivate, and guide BPO teams to exceed performance expectations. • Customer Focus: Deep commitment to delivering outstanding customer experiences and satisfaction. • Analytical Thinking: Ability to assess and interpret data to reputed company informed decisions and improve performance. • Collaboration: Effective at building strong partnerships internally and externally to reputed company shared goals. • Adaptability: Ability to navigate change and adjust strategies quickly to meet evolving business needs. Work Environment: • This position may require occasional travel to visit BPO partners, assess operational performance, and attend meetings or conferences. • The role may involve flexible working hours to accommodate global outsourcing operations across multiple time zones. The pay range for this position is $60.38 to $88.13 per hour. reputed company opportunities offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, 401(k) plan, stock purchase plan, discounts at reputed company properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. reputed company HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates reputed company a commuting distance to Bethesda, MD. reputed company is an equal opportunity employer. We reputed company in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. reputed company is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,? reputed company your purpose, belong to an amazing global? team, and become the best version of you. Apply Job!