Innovate with purpose
At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.
✨ Let’s give businesses more time for what matters.
Make your impact within a rapidly growing Fintech Company
In this role you will:
- Manage the operational performance of multiple product lines at multiple BPO site through building and maintaining effective relationships with operational site leadership
- Demonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence, staffing models, and agent technology suites, while gaining a functional understanding of product lines to contextualize customer issues.
- Be a Champion of BILL culture cross-functionally through actively embodying BILL values, enhancing engagement, and facilitating culture-building activities
- Develop expertise in the agent technology suite including Five9, Salesforce, Google Suite, etc.
- Set clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standards
- Regularly review performance metrics to identify areas where performance does not meet expectations
- Implement site performance improvement plans when necessary including clear expectations and timelines for improvement
- Lead regular meetings such as Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR), and actively participate in Quarterly Business Reviews (QBR)
- Analyze customer feedback scores, efficiency data, open case reports and other relevant metrics to pinpoint specific areas needing improvement
- Ensure that all product updates are communicated effectively to BPO leadership and employees, and validate all required trainings are completed within established SLAs
- Proactively identify leading indicators for an improved customers experience and lead projects to implement these changes at scale
- Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals
- Identify operational gaps in the representative life-cycle or site management and lead the creation and implementation of standardized SOPs to ensure consistency across sites.
- In partnership with Workforce Management, set clear expectations around headcount needs for BPO partners
- Proactively seek feedback and training opportunities consistently and effectively provide feedback to your peers
- Actively participate in UAT and Beta projects to drive improvements for BPO teams
- Participate in team meetings and contribute positively to team culture
- Provide feedback on content gaps and additional training resource needs for frontline representatives and participate in the creation of these resources
- Partner with cross-functional teams on multi-department projects, driving increased impact
- Participate in and lead team culture building activities and programs
- Participate in the assessment and review of department and team SOPs that impact BPO partners in partnership with the content team
- Partner with cross-functional teams on multi-department projects and lead specific efforts within these projects
- Drive BILL culture across the CARE team including leading and participating in culture building programs and activities
- Always aim to be solution-oriented, take ownership and demonstrate accountability
- Plan and participate in site visits with Outsourced Service Operations leadership
- Be aware of and lead creating recommendations to improve the agent life-cycle at the BPO site
We’d love to chat if you have:
-A high school diploma or GED
- 5 years of experience in customer service operations
- 3 years of experience in BPO industry
- Demonstrated ability to drive improvement in the customer experience using people, processes or technology to deliver outcomes
- Experience using data to drive insights and recommend changes for improvement
- Strong technical aptitude including Google Suite, Salesforce and call center telephony systems
- Strong math and logic skills including basic algebra
- Excellent verbal and written communication skills
- Excellent organizational skills including time management, goal setting and attention to detail
- Flexible and adaptable, with an ability to thrive in ambiguous situations
- Strong attention to detail, organization and the ability to multi-task
- Strong verbal and written communication skills including college level English proficiency
- Ability to excercise sound judgement in all situations
- Ability to travel globally up to 20% of the year
Nice to have:
- Experience in the Financial Services industry
- Project Management Certification
- COPC Certification
Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.
What’s in it for you?
Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.
BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact [email protected].
Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.
BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA and Draper, UT and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL. Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity. If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact [email protected]. For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.
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Operations Manager Q&A's