BPO Manager - Singapore

Responsibilities

• Oversee Vendor Partnerships: Manage day-to-day relationships with our Business Process Outsourcing (BPO) partners, ensuring strict adherence to SLAs, KPIs, and quality standards.
• Scale Global Operations: Design and execute strategic outsourcing plans to scale our customer support capabilities globally while maintaining exceptional service quality as our user base grows.
• Drive Performance & QA: Monitor vendor performance metrics closely, conduct regular Quarterly Business Reviews (QBRs), and implement robust quality assurance programs to elevate the customer experience.
• Bridge Internal and External Teams: Act as the primary liaison between Plaud's internal stakeholders (Support, Product, Engineering) and our external BPO teams to ensure seamless communication and rapid product knowledge transfer.
• Optimize Costs and Efficiency: Analyze operational data and financial metrics to identify cost-saving opportunities, streamline workflows, and maximize the ROI of our BPO engagements.

Requirements

• Solid Experience: 5+ years of proven experience in BPO management, vendor management, or customer service operations, ideally within the tech or consumer electronics sector.
• Vendor Management Expertise: A strong track record of sourcing, onboarding, and managing external BPO partners, including contract negotiation and SLA enforcement.
• Data-Driven Leader: Highly analytical with the ability to interpret complex operational metrics, financial data, and QA scores to drive actionable improvements.
• Exceptional Communicator: Outstanding interpersonal and negotiation skills, capable of aligning external vendors with internal business goals and company culture.
• Problem-Solving Mindset: A proactive, strategic thinker who can swiftly resolve operational escalations and implement long-term process optimizations.
• Industry Background: Prior experience managing support operations in AI, consumer hardware, or high-growth Software as a Service (SaaS) environments.
• Global Reach: Experience overseeing multi-regional or multi-lingual BPO sites, particularly across the APAC and North American markets.
• Operational Frameworks: Certification or hands-on experience in Lean Six Sigma, COPC, or formal Project Management methodologies (e.g., PMP).
• Tech Stack Fluency: Proficiency with industry-standard support platforms (e.g., Zendesk), workforce management (WFM) tools, and data visualization software.
• Adaptability: A resilient, entrepreneurial attitude with a high comfort level navigating ambiguity and rapid scaling in a fast-paced, highly innovative tech landscape.

Additional Information

About Plaud Inc. Plaud is building the world's most trusted AI work companion for professionals to elevate productivity and performance through note-taking solutions, loved by over 2,000,000 users worldwide since 2023. With a mission to amplify human intelligence, Plaud is building the next-generation intelligence infrastructure and interfaces to capture, extract, and utilize what you say, hear, see, and think. Plaud Inc. is a Delaware-incorporated, San Francisco-based company pushing the boundary of human-AI intelligence through a hardware-software combination. With ISO 27001, ISO 27701, GDPR, SOC 2, HIPAA, and EN 18031 compliance, Plaud is committed to the highest standards of data security and privacy protection. To learn more about Plaud, please visit https://www.plaud.ai and follow along on Instagram, X, Facebook, Linkedin, and YouTube Why You Should Join Us Plaud is building the next generation intelligence infrastructure and interfaces to capture, extract, and utilize intelligence from what people say, hear, see, and think. Plaud is a bootstrapped, skyrocketing, profitable company with a $250M revenue run rate achieved in just three years. Define the next-gen paradigm for human-AI interaction. Gain exposure to cutting-edge AI for Pro tools and play a direct role in our global expansion. Work with passionate teammates who value innovation, collaboration, and customer success. Grow your career in a culture that champions continuous learning and fast career development. Market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere.

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