Program Specialist IV

About the role and team
Global Support Organization (GSO) is the critical business team which partners with Community Operations to deliver Customer Satisfaction across our Delivery, Mobility and Platform Integrity verticals. Our goal is to fuel growth and client acquisition by optimizing BPO structures, scaling processes, and fostering strong vendor relationships across multiple markets and languages.
We constantly innovate by building new products, simplify processes, automate, reduce defects and thereby reduce the cost of our support. As a Mobility Vendor Management Specialist, you are an exceptional professional who can set a tactical vision and coordinate cross-functional groups in order to deliver on GSO and CommOps goals and priorities. You are able to work within highly-matrixed organizations and drive project management, execution and impact.
In this role, you will be responsible and accountable for building and managing BPO partnerships, ensuring that all vendors deliver on key performance metrics, including efficiency targets, quality, and productivity. You will also contribute to global initiatives, implementing best-in-class performance management models and developing the BPO structure to meet the diverse demands of each market within your scope.
You will collaborate closely with regional, central, and global teams to ensure a unified approach to delivery, execution, and performance across Mobility.
We’re looking for someone passionate about customer service processes, who can use expertise in the implementation of performance management routines and deployment of tactical projects, to have a state-of-art operation in our BPO sites.
What you’ll do
Collaboration and Partnership - Collaborate with internal stakeholders and external BPO partners to continuously uplift productivity, quality, and operational maturity. Drive adoption of best practices, performance frameworks, and transformation initiatives that enhance overall partner capability and long-term ecosystem health.
Oversee End-to-End Service Delivery Performance -Monitor and control service delivery performance across vendors to ensure alignment with established KPIs and strategic goals. Proactively identify trends, risks, and opportunities, and implement data-driven improvement plans to sustain and elevate performance standards.
Drive Performance Improvement and Operational Excellence -Maintain a strong focus on quality, efficiency, and customer outcomes across all BPO locations. Analyze performance trends across markets, partners, and verticals to proactively identify performance gaps and deploy targeted action plans to restore or enhance performance metrics.
Innovation and Continuous Improvement -Identify and implement innovative approaches to improve operational performance, drive efficiency, bring insights and modernize BPO operational models. Support adoption of automation, AI-enabled solutions, and new operating frameworks to future-proof the vendor ecosystem.
Ensure Operational Compliance and Risk Management - Ensure all BPO operations meet regulatory, compliance, and internal governance requirements. Proactively identify and mitigate operational and partner-related risks to maintain stable, secure, and compliant service delivery across all locations.
Projects’ Implementation - Support the execution of tactical projects across partner sites, including performance improvement initiatives, new product launches, migrations, and new site ramp-ups.
Basic Qualifications
+2 years of people management experience in Contact Centers (COE, BPO, GL, or equivalents).
Bachelor's degree or actively studying and within 1 year of graduation.
Experience driving Performance Management, strong knowledge of performance monitoring governance frameworks and supporting tools. Experience developing and executing performance improvement Action Plans within Contact Center operations.
Understanding of BPO operational models, metrics and strategies, combined with transformational and critical thinking capabilities to evolve traditional operational practices and drive continuous improvement.
Change management capability, with experience collaborating with teams and partners through ambiguity, rapid business evolution, and complex transformation initiatives within BPO or global support environments.
Analytical and data storytelling skills, with the ability to interpret complex data sets, extract actionable insights, and translate findings into clear executive-level narratives and recommendations.
Results-driven mindset, with exceptional problem-solving skills and an ability to influence outcomes in highly matrixed, global organizations.
Technical fluency in Google Workspace and modern AI-enabled tools, with the ability to structure, synthesize, and operationalize data to support fast, high-quality decision-making. Ability to anticipate risks, identify emerging trends, and proactively guide VM leadership through data-backed insights.
Optimal written and verbal communication skills, with the ability to tailor messaging to diverse audiences, operational teams, and external partners while driving clarity and action.
Professional fluency in English is required. Fluency in a third language is a strong plus.
Preferred Qualifications
Experience in similar industries, particularly Mobility, Food or Retail Delivery. Background in the mobility industry or a similar high-growth environment.
Experience collaborating with a network of onshore and offshore sites.
Experience working in a cross functional, multi geography setup. This is a global role that requires an understanding and sensitivity to different realities, able to adapt both mindset and tactics according to each culture.
Lean Six Sigma trained or certification
PMP training or certification.
COPC training or certification.
ADKAR or Change Management training or certification.