Manager, BPO (Business Process Outsourcing)

The BPO Manager is a strategic and operational leader responsible for managing the performance, governance, and value realization of third-party outsourcing partners that deliver services across multiple functions (e.g., Finance, HR, IT, etc.) within Family Dollar. This role ensures outsourced operations meet performance, quality, cost, and compliance expectations while driving continuous improvement and alignment with Family Dollar’s business objectives.

The ideal candidate brings strong vendor and project management expertise, cross-functional collaboration skills, and a data-driven mindset to optimize outsourced service delivery at scale across multiple geographies and business functions.

Key Responsibilities

Vendor Management & Governance

• Serve as the primary relationship owner for assigned BPO partners
• Establish and manage governance frameworks, operating cadences, escalation paths, and communication models.
• Lead regular business reviews (weekly, monthly, quarterly) to assess performance, risks, and opportunities.
• Ensure vendors adhere to contractual obligations, SLAs, KPIs, compliance standards, and data security requirements.

Performance & Service Delivery

• Define, track, and analyze performance metrics across cost, quality, productivity, customer experience, and SLA attainment.
• Proactively identify performance gaps, enforce accountability, and lead corrective action plans with vendors through governance and escalation structure.
• Drive consistency, standardization, and efficiency targets across outsourced processes while allowing flexibility for business needs. Ensure business continuity and operational resilience across outsourced services.

Cross-Functional Partnership

• Translate business requirements into clear, actionable scope and expectations for BPO partners.
• Act as a bridge between internal teams and vendors to ensure alignment, transparency, and accountability across enterprise priorities and transformation initiatives.
• Partner with internal stakeholders across operations, IT, finance, HR, supply chain, store operations, and customer support.

Financial & Contract Management

• Manage vendor budgets, invoicing, and cost controls to ensure value realization and spend optimization.
• Support contract negotiations, renewals, amendments, and RFP processes in collaboration with Procurement and Legal. Identify incremental opportunities for cost savings, productivity gains, and service enhancements.

Continuous Improvement & Transformation

• Drive process optimization, automation, and transformation initiatives within outsourced operations.
• Leverage benchmarking, best practices, and industry trends to improve service delivery models.
• Support transitions, migrations, and scaling of work between internal teams and BPO partners.
• Validate vendors on productivity assumptions, staffing models, and delivery efficiency to drive continuous improvement.

Risk, Compliance & Controls

• Ensure outsourced processes comply with company policies, regulatory requirements, and audit standards.
• Identify and mitigate operational, financial, and reputational risks associated with third-party service delivery.
• Partner with Internal Audit, Security, and Compliance teams as needed.
• Oversee knowledge transfer and transition of services from process owners to BPO partners.
• Track readiness and remove roadblocks to ensure successful go-live of outsourced processes.

Qualifications

Required

• Bachelor’s degree in Business, Operations, Supply Chain, Information Systems, or related field.
• 5–8+ years of experience in BPO management, vendor management, operations, project management or shared services. Proven experience managing large, 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 internal and external stakeholders and manage competing priorities in a fast-paced environment.

Preferred

• Experience in retail, consumer services, or large-scale enterprise environments.
• Familiarity with managing global delivery teams and offshore, nearshore, and onshore delivery models.
• Experience supporting digital transformation, automation, or process reengineering initiatives.
• PMP, Six Sigma, Lean, or similar certifications a plus.

Key Competencies

• Vendor & Relationship Management
• Strategic Thinking & Execution
• Data-Driven Decision Making
• Financial Acumen
• Communication & Executive Presence
• Change Management
• Cost Optimization & Efficiency Improvement
• Continuous Improvement Mindset

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 to make a measurable impact across the enterprise.

Family Dollar is an equal opportunity employer and committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.