Senior Manager Escalations support

Senior Manager Escalations support Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the Role** We are looking for a high-energy, detail-oriented BPO Manager to lead the outsourced operations for our Global Escalations organization. In this role, you will be the primary point of contact for our BPO partners handling executive and media related inquiries, and troubleshooting. While this is a Snr Vendor manager position, the stakes are incredibly high: in the world of payments, accuracy and reliability are non-negotiable. You will not just manage a vendor; you will be the guardian of our financial integrity. We need a leader who is curious, technically minded, and ready to dive deep into the mechanics of payment flows. You must be prepared to "lean in" during outages or escalations and foster a culture of continuous learning within your team to stay ahead of the ever-evolving global payments landscape. **What You'll Do** - **Operational Accountability:** Own the day-to-day performance of our BPO partners for escalations , ensuring they meet strict KPIs focused on precision, financial accuracy, and resolution speed. - **Execute with Excellence:** Efficiently handle multiple tasks and assignments with varying deadlines. You will manage complex operations that require the support of GSO and CX teams. - **Drive Accuracy & Automation:** Partner closely with the CX and Program teams to identify manual bottlenecks. You will push for automation to reduce human error and ensure that the "leftover tickets" are handled with the highest level of reliability. - **Cultivate a Learning Culture:** Payments is a rapidly changing field. You must be curious and proactive in learning new payment technologies and regulations, then translating that knowledge to the BPO agents to keep the operation agile. - **Stakeholder Alignment:** Actively ensure that the goals of our internal finance and product stakeholders are reflected in BPO workflows. You will modify your approach to address different audiences, ensuring buy-in for process changes. - **Feedback Loop & I