Outsourcing Enablement Manager

About the Role
The Director of Outsourcing Agent Enablement will lead the end-to-end strategy for agent readiness and performance across a large, multi-functional outsourced ecosystem. This includes oversight of training, content governance, and quality management programs supporting over 1,000 agents across 15+ lines of business.

This role will directly manage a team of 18 individual contributors and 3 managers, while collaborating closely with cross-functional stakeholders to drive long-term agent success and operational excellence.

Key Responsibilities

• Lead a team of 20+ full-time employees across Training, Content, and Quality functions to achieve agent preparedness and performance goals.
• Optimize the outsourced support ecosystem to deliver high-quality customer service and accurate operational outcomes at scale.
• Design and maintain frameworks leveraging iterative learning systems, knowledge management best practices, and quality assurance programs to drive continuous improvement.
• Establish scalable processes to ensure agent guidance across complex workflows remains accurate, current, and comprehensive.
• Execute training and enablement strategies for outsourced partners (e.g., BPOs), focusing on improving agent efficiency, responsiveness, and overall support quality.
• Develop and implement a modular, scalable knowledge management system that is easy to update and integrates with various technology platforms.
• Partner with operations leaders to support outsourcing initiatives, building agile systems (manual and automated) that deliver value with minimal turnaround time.
• Foster a culture of collaboration, data-driven decision-making, and operational excellence across business, content, and technology teams.

Requirements

Core Qualifications

• Proven track record of solving complex, customer-facing challenges, developing strategic roadmaps, and executing plans that deliver measurable business impact.
• 10+ years of experience in BPO, outsourcing enablement, or related operational leadership roles.
• Strong collaboration and decision-making skills, with the ability to balance data-driven insights and sound judgment.

Additional Qualifications

• Experience designing and scaling systems and processes for large outsourcing operations, particularly in digital or internet-based businesses.
• Ability to operate effectively within a matrixed organizational structure.
• Demonstrated success leading and developing cross-functional teams across multiple disciplines.
• Strong interpersonal skills with a history of building effective relationships across diverse teams and stakeholders.

This is a hybrid role. This role is to be filled outside the states of California and Colorado.

**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**

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