How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
The BPO Partner Manager is responsible for the strategy, design, and continuous evolution of BPO partner operating models, governance frameworks, and performance management strategies to drive consistent service delivery and improved business outcomes. This role influences alignment across internal and external stakeholders, leveraging data, insights, and subject matter expertise to shape enterprise-level BPO performance and partner strategy.
Program and Project Leadership – Plan, execute, and deliver strategic initiatives involving Business Partner operations, ensuring alignment with business goals, timelines, and contractual obligations, while shaping program governance, performance frameworks, and operating standards. Oversees contract governance by ensuring all aspects of the contract are up to date and enforced to include service level agreements, organizational policies, documentation, renewals, and escalation protocols in alignment with business objectives.
- Cross-Functional Coordination: Navigating complex dependencies across departments (e.g., IT, Res Tech, Operations) to deliver seamless project execution, while driving alignment across stakeholders and shaping approaches to manage competing priorities and enterprise impacts.
- Operational Inefficiencies: Identifying bottlenecks or gaps in partner processes and implementing solutions to improve speed, accuracy, and cost-effectiveness, while designing scalable approaches to address systemic issues and drive sustained performance outcomes.
- Adaptability: The Program Manager must be comfortable working in ambiguous environments and proactively shaping processes to meet evolving business needs, including developing new approaches where processes are not clearly defined.
- Innovation Council Liaison: Acting as a bridge between innovation teams and operations to pilot and scale new ideas or technologies, while influencing adoption and integration across partner operations to support long-term business outcomes.
- System Integration: Collaborating with IT and Res Tech to introduce or enhance tools that support BP operations, ensuring system parity and functionality, while guiding enhancements that align with evolving operational strategy and partner needs.
What You Need To Succeed (Minimum Qualifications)
- Strategic thinking with a hands-on approach to address complex, ambiguous business challenges
- Strong organizational and time management skills to drive alignment across multiple stakeholders and priorities
- Ability to manage multiple priorities in a dynamic environment while balancing competing business needs and enterprise impact
- Collaborative and solutions-oriented mindset with the ability to influence internal stakeholders and Business Partner leadership
- High attention to detail and accountability with a focus on driving consistent, scalable performance outcomes
- 6+ years of experience in project management within BPO, vendor management, or operations in a complex, matrixed environment
- BPO or vendor management preferred
- PMP, Six Sigma, or similar certification is a plus
- Excellent communication, negotiation, and stakeholder influence skills
- Proficiency in project management tools and data analysis platforms, with the ability to translate data into actionable insights and business decisions
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- Possesses a high school diploma, GED, or high school equivalency.
- Is at least 18 years of age and has authorization to work in the United States.
What Will Give You a Competitive Edge (Preferred Qualifications)
Benefits and Perks to Help You Keep Climbing
Benefits
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
- Competitive salary, industry-leading profit sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Domestic and International space-available flight privileges for employees and eligible family members
- Career development programs to achieve your long-term career goals
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
- Recognition rewards and awards through the platform Unstoppable Together
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
