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- Tasks: Manage global BPO operations and drive performance improvements across multiple partners.
- Company: Join a fast-growing travel tech startup backed by top investors.
- Benefits: Competitive salary, equity, remote work, travel allowance, and sabbatical programme.
- Other info: Exciting opportunities for growth and a vibrant team culture in Shoreditch.
- Why this job: Shape the future of travel while making a real impact in a dynamic environment.
- Qualifications: 5+ years in BPO management with strong data-driven decision-making skills.
The predicted salary is between 36000 - 60000 £ per year.
Create the Future of Travel With Us. Whether it's visiting the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is essential. Yet we've all experienced the aches and pains of getting to our destination. More than 4 billion airline passengers rely on technology that hasn't kept up with modern expectations. That's why we're rebuilding the infrastructure that underpins the travel industry - simplifying systems and building tools that will make the future of travel effortless.
Our London team is growing, and we're looking for talented people to join us on our journey.
The Role: We’re looking for a Global Vendor/BPO Manager to own and scale Duffel’s outsourced operations across three BPO partners operating in multiple locations. You will be responsible for vendor performance, operational excellence and continuous improvement across our global support network. This role sits at the intersection of operations, customer experience and commercial management. This is a high-impact role for someone who enjoys building structure, driving accountability and improving performance in a fast-growing environment.
What you’ll do:
- Own day-to-day relationships with three global BPO partners across all sites
- Establish and run vendor governance (WBRs, QBRs, scorecards)
- Monitor and improve key metrics including CSAT, SLA, quality and productivity
- Drive corrective action plans where performance gaps are identified
- Work with Ops Leads, Training Manager & QA Manager to standardise processes, SOPs and knowledge management across partners
- Support global capacity planning and forecasting
- Manage escalations and ensure timely resolution across time zones
- Identify automation and efficiency opportunities in outsourced workflows
- Support vendor selection and RFP processes as Duffel scales
- Ensure business continuity and risk mitigation across locations
You’ll Thrive Here If:
- You have 5+ years managing BPO or vendor operations in a high-growth tech, travel, fintech or SaaS environment
- Have experience managing multi-vendor, multi-site global BPO operations
- Highly data-driven and comfortable using metrics to drive decisions
- Have strong stakeholder management and communication skills
- Comfortable operating in fast-moving, ambiguous environments
- Have experience owning SLAs, KPIs and vendor governance frameworks
- Have commercial awareness and experience managing vendor costs
- Ability to travel to BPO sites
- Experience in a startup or scale-up environment
What You’ll Get:
- Competitive salary + equity (you'll own part of Duffel)
- Work from anywhere policy
- Duffel travel allowance (use what we build)
- Matched parental leave
- Sabbatical programme (3 months full pay)
- Visa sponsorship available
- Office in Shoreditch + regular team socials
BPO Manager employer: Duffel
Contact Detail:
Duffel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land BPO Manager
✨Tip Number 1
Network like a pro! Reach out to people in the travel and tech industries on LinkedIn. A friendly message can go a long way, and you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching Duffel and its BPO operations. Understand our mission and values so you can show us how you fit into our vision of simplifying travel for everyone.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience managing BPO operations aligns with our goals. Highlight your data-driven approach and how you've improved performance in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our journey.
We think you need these skills to ace BPO Manager
Some tips for your application 🫡
Show Your Passion for Travel: When you're writing your application, let your love for travel shine through! We want to see how your experiences and enthusiasm align with our mission to revolutionise the travel industry. Make it personal and relatable!
Highlight Relevant Experience: Make sure to showcase your experience in managing BPO or vendor operations. We’re looking for someone who’s been in the trenches, so share specific examples of how you've driven performance and improved processes in previous roles.
Be Data-Driven: Since we’re all about metrics, don’t shy away from including data in your application. Talk about how you’ve used KPIs and SLAs to make decisions and drive improvements. Numbers speak volumes, and we love a candidate who can back up their claims!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Duffel
✨Know Your BPO Basics
Make sure you brush up on your knowledge of BPO operations and vendor management. Understand the key metrics like CSAT, SLA, and KPIs that are crucial for this role. Being able to discuss these concepts confidently will show that you're ready to hit the ground running.
✨Showcase Your Data Skills
Since this role is highly data-driven, prepare to discuss how you've used metrics to drive decisions in past roles. Bring examples of how you've improved performance through data analysis. This will demonstrate your analytical mindset and ability to make informed decisions.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, such as managing escalations or improving vendor performance. Think of real-life examples from your experience that highlight your problem-solving skills and ability to work under pressure.
✨Emphasise Your Stakeholder Management
This role requires strong communication and stakeholder management skills. Be ready to share examples of how you've successfully managed relationships with vendors or internal teams. Highlight your ability to navigate complex environments and ensure everyone is aligned towards common goals.