Business Process Outsourcing (BPO) Manager
Family Dollar, Chesapeake, VA, United States
Family Dollar is seeking a strategic and operational
BPO Manager
to lead performance, governance, and value realization across third-party outsourcing partners supporting multiple enterprise functions including Finance, HR, IT, and more. This role is critical in ensuring outsourced operations deliver on performance, quality, cost efficiency, and compliance while driving continuous improvement aligned with Family Dollar’s business objectives.
The ideal candidate brings strong vendor management experience, cross-functional collaboration skills, and a data-driven mindset to optimize outsourced service delivery at scale across multiple geographies and business functions.
Key Responsibilities
Serve as the primary relationship owner for assigned BPO partners
Establish governance frameworks, operating cadences, escalation paths, and communication models
Lead weekly, monthly, and quarterly business reviews to assess performance, risks, and opportunities
Ensure adherence to contractual obligations, SLAs, KPIs, compliance standards, and data security requirements
Performance & Service Delivery
Define and analyze metrics across cost, quality, productivity, customer experience, and SLA attainment
Identify performance gaps and drive corrective action plans with vendors
Drive consistency, standardization, and efficiency across outsourced processes
Ensure business continuity and operational resilience
Cross-Functional Partnership
Translate business requirements into actionable scope for BPO partners
Act as a bridge between internal teams and vendors to ensure alignment and accountability
Partner across operations, IT, finance, HR, supply chain, store operations, and customer support
Manage vendor budgets, invoicing, and cost controls
Support contract negotiations, renewals, amendments, and RFP processes
Identify opportunities for cost savings, productivity gains, and service enhancements
Drive process optimization, automation, and transformation initiatives
Leverage benchmarking and industry best practices
Support transitions, migrations, and scaling of outsourced work
Validate productivity assumptions and staffing models
Risk, Compliance & Controls
Ensure compliance with company policies and regulatory requirements
Identify and mitigate operational, financial, and reputational risks
Partner with Internal Audit, Security, and Compliance teams
Oversee knowledge transfer and transition of services to BPO partners
Qualifications
Required
Bachelor’s degree in Business, Operations, Supply Chain, Information Systems, or related field
5–8+ years in BPO management, vendor management, operations, project management, or shared services
Experience managing complex third-party vendors across multiple functions or geographies
Strong understanding of SLAs, KPIs, contract governance, and service delivery models
Excellent analytical, problem-solving, and stakeholder management skills
Ability to influence senior stakeholders in a fast-paced environment
Preferred
Experience in retail, consumer services, or large-scale enterprise environments
Familiarity with global delivery teams (offshore, nearshore, onshore)
Experience supporting digital transformation or automation initiatives
PMP, Six Sigma, Lean, or similar certifications
Vendor & Relationship Management
Strategic Thinking & Execution
Financial Acumen
Why Family Dollar
At Family Dollar, we are committed to operational excellence, innovation, and delivering value to our customers and communities. This role offers the opportunity to shape how outsourced services support a large, dynamic retail organization and make a measurable impact across the enterprise.
Family Dollar is an equal opportunity employer committed to recruiting, hiring, training, and promoting qualified individuals of all backgrounds. We comply with the Americans with Disabilities Act (ADA) and provide reasonable accommodations to qualified individuals with disabilities.
Interested candidates — apply today or share with your network.
#J-18808-Ljbffr
BPO Manager
to lead performance, governance, and value realization across third-party outsourcing partners supporting multiple enterprise functions including Finance, HR, IT, and more. This role is critical in ensuring outsourced operations deliver on performance, quality, cost efficiency, and compliance while driving continuous improvement aligned with Family Dollar’s business objectives.
The ideal candidate brings strong vendor management experience, cross-functional collaboration skills, and a data-driven mindset to optimize outsourced service delivery at scale across multiple geographies and business functions.
Key Responsibilities
Serve as the primary relationship owner for assigned BPO partners
Establish governance frameworks, operating cadences, escalation paths, and communication models
Lead weekly, monthly, and quarterly business reviews to assess performance, risks, and opportunities
Ensure adherence to contractual obligations, SLAs, KPIs, compliance standards, and data security requirements
Performance & Service Delivery
Define and analyze metrics across cost, quality, productivity, customer experience, and SLA attainment
Identify performance gaps and drive corrective action plans with vendors
Drive consistency, standardization, and efficiency across outsourced processes
Ensure business continuity and operational resilience
Cross-Functional Partnership
Translate business requirements into actionable scope for BPO partners
Act as a bridge between internal teams and vendors to ensure alignment and accountability
Partner across operations, IT, finance, HR, supply chain, store operations, and customer support
Manage vendor budgets, invoicing, and cost controls
Support contract negotiations, renewals, amendments, and RFP processes
Identify opportunities for cost savings, productivity gains, and service enhancements
Drive process optimization, automation, and transformation initiatives
Leverage benchmarking and industry best practices
Support transitions, migrations, and scaling of outsourced work
Validate productivity assumptions and staffing models
Risk, Compliance & Controls
Ensure compliance with company policies and regulatory requirements
Identify and mitigate operational, financial, and reputational risks
Partner with Internal Audit, Security, and Compliance teams
Oversee knowledge transfer and transition of services to BPO partners
Qualifications
Required
Bachelor’s degree in Business, Operations, Supply Chain, Information Systems, or related field
5–8+ years in BPO management, vendor management, operations, project management, or shared services
Experience managing complex third-party vendors across multiple functions or geographies
Strong understanding of SLAs, KPIs, contract governance, and service delivery models
Excellent analytical, problem-solving, and stakeholder management skills
Ability to influence senior stakeholders in a fast-paced environment
Preferred
Experience in retail, consumer services, or large-scale enterprise environments
Familiarity with global delivery teams (offshore, nearshore, onshore)
Experience supporting digital transformation or automation initiatives
PMP, Six Sigma, Lean, or similar certifications
Vendor & Relationship Management
Strategic Thinking & Execution
Financial Acumen
Why Family Dollar
At Family Dollar, we are committed to operational excellence, innovation, and delivering value to our customers and communities. This role offers the opportunity to shape how outsourced services support a large, dynamic retail organization and make a measurable impact across the enterprise.
Family Dollar is an equal opportunity employer committed to recruiting, hiring, training, and promoting qualified individuals of all backgrounds. We comply with the Americans with Disabilities Act (ADA) and provide reasonable accommodations to qualified individuals with disabilities.
Interested candidates — apply today or share with your network.
#J-18808-Ljbffr