We're an agile customer experience (CX) department looking for a curious, detail-oriented professional to assist in BPO relationship management in a constantly shifting live events landscape.
The BPO Management (CX) Specialist role is within our broader CX group of Specialists and Leads with a focus on communication, tracking, and maintaining daily operations for BPO vendor-partner relationships offshore. This role supports our Senior BPO Vendor Manager on daily activities and larger-scale project initiatives to streamline and facilitate growth within our BPO partnership, while maintaining industry-leading BPO relations and fostering culturally relevant and respectful collaboration.
What you'll do

• Help to create, implement, and optimize processes in close collaboration with Sr. BPO Vendor manager as well as other stakeholders and departments within SeatGeek
• Assist in tracking and understanding KPIs across vendor partnerships in service to departmental success
• Identifying knowledge or performance gaps as they relate to SeatGeek priorities and performing root cause analysis to drive improvement
• Closely and regularly collaborate with the broader CX team to foster healthy communication practices and partnership between our in-house and BPO staff
• Travel internationally and domestically with Sr. BPO manager to maintain BPO partnership, potentially comprising up to 5-10% of workable hours (~15-20 working days per year)

Who you are

• Experience working within or with a multi-site BPO vendor relationship, 1 year minimum
• Expert-level experience with various CX/support tools and processes
• Experience working on and assisting other departments to complete cross-functional projects
• Self sufficiency; the ability to take ownership of projects with minimal supervision but enough self-awareness to ask when help is needed
• Excellent communication with internal and external stakeholders at all times
• Comfort with data and interpretation, able to deep dive trends and make a recommendation for why the trend exists
• Ability to collaborate on creative solutions/workarounds for new or complex problems and document how to handle in the future
• Experience collaborating on one or more projects through to completion, meeting outlined deadlines and expectations

Perks

• Equity stake
• Flexible work environment, allowing you to work as many days a week in the office as you'd like or 100% remotely
• A WFH stipend to support your home office setup
• Flexible PTO
• Up to 16 weeks of paid family leave
• 401(k) matching program
• Health, vision, dental, and life insurance
• Annual subscriptions to Headspace, Ginger.io, and One Medical
• $120 a month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music

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SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!