Partner Program Manager - BPO Partner Governance

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust. We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on. You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem. We are looking for a Partner Program Manager to lead BPO partner governance across Service Support Center and Moderation extended workforce operations. This role owns the governance mechanisms that connect business demand, partner capacity, site readiness, performance management, financial accountability, risk control, and verified closure. The ideal candidate brings strong BPO vendor-management experience, structured program leadership, and the ability to turn operational signals into governance action. Responsibilities: - Act as the key governance interface between Global e-Commerce business teams, SSC / MOD stakeholders, and BPO partners across global markets. - Lead BPO demand intake and deployment governance, including requirement clarification, capacity planning, site readiness, ramp-up milestones, go-live gates, and post-launch stabilization. - Partner with LOB owners, workforce management, and BPO sites on monthly and quarterly workforce planning, covering headcount demand, fulfillment, productivity assumptions, hiring readiness, and peak-season risk mitigation. - Define and operate BPO governance mechanisms for partner segmentation, performance review cadence, readiness standards, escalation rules, recovery plans, and closure criteria. - Own vendor performance governance through scorecards, business reviews, root-cause analysis, corrective action plans, and incentive / penalty mechanisms where applicable. - Drive site readiness and recovery governance for new launches, ramp-up programs, low-performing sites, and high-volume business periods. - Serve as the escalation point for BPO performance, capacity, operational risk, and billing-risk issues, ensuring issues are translated into clear owners, timelines, evidence requirements, and measurable closure criteria. - Validate BPO billing-risk inputs by reconciling headcount, productivity, attendance, service scope, rate-card assumptions, and contract terms; identify discrepancies, quantify potential leakage, and hand verified exceptions to Finance / GCM for approval and settlement execution. - Build scalable governance capabilities across planning, partner management, operational controls, shared services, reporting, and accountability mechanisms. - Manage complex cross-functional programs involving business operations, workforce management, finance, procurement, compliance, and vendor leadership. - Lead governance forums and operating reviews, including agenda design, decision framing, executive-ready materials, decision logs, and follow-up action tracking. - Use data and governance tooling to detect performance, capacity, financial, and compliance risks early, and drive structured remediation before risks become recurring business issues. - Support continuous improvement of the Partner Governance OS through standard playbooks, dashboards, escalation templates, partner self-service mechanisms, and AI-enabled operating improvements.

Qualifications

Minimum Qualifications - Bachelor’s degree or equivalent practical experience. - 5+ years of experience in BPO vendor management, partner governance, workforce planning, outsourcing operations, or service delivery governance at regional or global scale. - Experience managing BPO partners in contact center, customer service, trust & safety, e-Commerce operations, content moderation, service support, or related operating environments. - Experience leading complex cross-functional programs from planning to execution and verified closure. - Strong analytical skills, including Excel / Sheets proficiency, pivot tables, formula-based analysis, and the ability to convert operational data into business decisions. - Experience with performance scorecards, KPI governance, vendor RCA, action tracking, site recovery, readiness gates, or business review mechanisms. - High Oral/Written proficiency in English and Portuguese is required for this role due to cross-functional collaboration with global teams. Preferred Qualifications - Experience building or improving BPO governance mechanisms such as scorecards, operating reviews, site readiness gates, vendor recovery plans, billing-risk validation, or incentive / penalty frameworks. - Strong understanding of BPO commercial drivers, including headcount fulfillment, productivity assumptions, service scope, pricing logic, billing risks, and contract execution. - Ability to engage stakeholders, facilitate difficult discussions, influence decisions, and hold partners accountable while maintaining productive working relationships. - Ability to process large volumes of operational and workforce data, identify patterns, and recommend practical governance actions. - Experience using dashboards, workflow tools, or automation to improve governance visibility, action tracking, and operating efficiency. - Highly organized, detail-oriented, and proactive, with the ability to manage ambiguity and drive closure across regions, sites, and stakeholders. - Ability to operate across multiple markets, vendors, LOBs, and leadership expectations in a fast-changing global environment.

Job Information