How you'll help us Keep Climbing (overview & key responsibilities)
The BPO Partner Manager is responsible
for the strategy, design, and continuous evolution of BPO partner operating
models, governance frameworks, and performance management strategies to drive
consistent service delivery and improved business outcomes. This role
influences alignment across internal and external stakeholders, leveraging
data, insights, and subject matter expertise to shape enterprise-level BPO
performance and partner strategy.
Program and Project Leadership - Plan,
execute, and deliver strategic initiatives involving Business Partner
operations, ensuring alignment with business goals, timelines, and contractual
obligations, while shaping program governance, performance frameworks, and
operating standards. Oversees contract governance by ensuring all aspects of
the contract are up to date and enforced to include service level agreements,
organizational policies, documentation, renewals, and escalation protocols in
alignment with business objectives.
Cross-Functional Coordination: Navigating complexdependencies across departments (e.g., IT, Res Tech, Operations) to deliverseamless project execution, while driving alignment across stakeholders andshaping approaches to manage competing priorities and enterprise impacts.
Operational Inefficiencies: Identifying bottlenecks orgaps in partner processes and implementing solutions to improve speed,accuracy, and cost-effectiveness, while designing scalable approaches toaddress systemic issues and drive sustained performance outcomes.
Adaptability: The Program Manager must be comfortableworking in ambiguous environments and proactively shaping processes to meetevolving business needs, including developing new approaches where processesare not clearly defined.
Innovation Council Liaison: Acting as a bridge betweeninnovation teams and operations to pilot and scale new ideas or technologies,while influencing adoption and integration across partner operations to supportlong-term business outcomes.
System Integration: Collaborating with IT and Res Tech tointroduce or enhance tools that support BP operations, ensuring system parityand functionality, while guiding enhancements that align with evolvingoperational strategy and partner needs.
What you need to succeed (minimum qualifications)
Strategic thinking with a hands-on approach to addresscomplex, ambiguous business challenges
Strong organizational and time management skills to drivealignment across multiple stakeholders and priorities
Ability to manage multiple priorities in a dynamicenvironment while balancing competing business needs and enterprise impact
Collaborative and solutions-oriented mindset with theability to influence internal stakeholders and Business Partner leadership
High attention to detail and accountability with a focuson driving consistent, scalable performance outcomes
6+years of experience in project management within BPO, vendor management, oroperations in a complex, matrixed environment
BPOor vendor management preferred
PMP,Six Sigma, or similar certification is a plus
Excellentcommunication, negotiation, and stakeholder influence skills
Proficiencyin project management tools and data analysis platforms, with the ability totranslate data into actionable insights and business decisions
Consistently prioritizessafety and security of self, others, and personal data.
Embraces diverse people,thinking, and styles.
Possesses a high schooldiploma, GED, or high school equivalency.
Is at least 18 years ofage and has authorization to work in the United States.
What will give you a competitive edge (preferred qualifications)
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Benefits and Perks to Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience, Servant Leadership, and Teamwork - every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
Competitive salary, industry-leading pro?t sharing program, and performance incentives
401(k) with generous company contributions up to 9%
Paid time off including vacation, holidays, paid personal time, maternity and parental leave
Comprehensive health bene?ts including medical, dental, vision, short/long term disability and life bene?ts
Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
Domestic and International space-available flight privileges for employees and eligible family members
Career development programs to achieve your long-term career goals
World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
Recognition rewards and awards through the platform Unstoppable Together
Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta's online system, or at any point in the selection process. To request a reasonable accommodation, please click here
