Descripción de la oferta
PARTNERSHIPS MANAGER
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Location: Barcelona (Hybrid) or Seville
Own and scale outsourced operations performance
Are you experienced in managing external partners and driving operational performance through data and structure?
We're partnering with a fast-scaling technology business to hire a Partnerships Manager to lead the relationship, governance, and performance of outsourced customer operations.
This is a high-impact role with full ownership of vendor performance and a direct impact on customer experience.
What you'll be doing
Own and manage relationships with outsourced service providers (BPOs)
Lead governance forums (weekly, monthly, quarterly reviews)
Monitor and improve performance across key KPIs (CSAT, SLA, resolution times)
Manage vendor scorecards, performance plans, and escalations
Oversee capacity planning, forecasting, and budgeting
Ensure partners align with internal processes and quality standards
Drive continuous improvement initiatives, including automation and efficiency
What we're looking for
5+ years' experience in vendor management, BPO, or operations
Strong understanding of customer support operations and CX metrics
Experience managing performance via KPI frameworks
Exposure to forecasting, capacity planning, and commercial management
Ability to manage external partners and internal stakeholders xiphteb effectively
Strong analytical and problem-solving skills
Fluent English, Spanish strongly preferred
You'll thrive here if you:
Take full ownership of outcomes, not just processes
Are confident holding external partners accountable
Enjoy working with data to drive performance improvements
Are comfortable in fast-growing, evolving environments
Like balancing operational detail with strategic thinking
