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Director, Business Process Outsourcing (BPO) - Customer Solutions (Remote)

Position Purpose:

The Director of Business Process Outsourcing (BPO) Operations is responsible for the strategic leadership, operational effectiveness, and financial performance of The Home Depot’s outsourced contact center partners. This role serves as the primary owner of BPO operational excellence—ensuring third-party partners consistently deliver high-quality, cost-effective, and customer-first contact center services that align with enterprise goals and brand standards.

This leader brings deep contact center operations expertise, strong vendor management capabilities, and proven contract negotiation acumen to drive performance, accountability, and continuous improvement across the BPO ecosystem. The Director partners closely with internal Customer Solutions Operations leaders, Finance, Legal, Procurement, IT, and Strategy teams to ensure outsourced operations are fully integrated, scalable, and aligned to The Home Depot’s long-term objectives.

The Director is a strategic and proactive leader who balances operational rigor with relationship management—holding partners accountable while fostering collaboration and innovation.

Key Responsibilities:

BPO & Contact Center Operations Leadership

Provide end-to-end leadership for outsourced contact center operations, ensuring performance across key metrics including service level, customer satisfaction, quality, productivity, and cost.
Apply deep contact center expertise to assess operational models, staffing strategies, workforce management practices, technology enablement, and customer journeys within BPO environments.
Ensure BPO partners operate in alignment with The Home Depot’s customer experience standards, compliance requirements, and operational expectations.
Translate enterprise strategies into clear operational expectations for vendors, ensuring consistent execution across geographies and partners.
Identify operational risks and performance gaps and lead corrective action plans in partnership with vendors and internal stakeholders.

Vendor Management & Performance Accountability

Serve as the primary executive relationship owner for BPO vendors, establishing strong governance, trust, and performance accountability.
Lead vendor business reviews (monthly, quarterly, and annual), using data-driven insights to evaluate performance, trends, and opportunities for improvement.
Define, track, and enforce KPIs and SLAs, ensuring clear performance standards and consequences for underperformance.
Partner with vendors and internal teams to drive continuous improvement initiatives, process optimization, and innovation within the outsourced model.
Ensure strong alignment between internal operations and BPO partners, promoting a “one operation, one standard” approach.

Contract Negotiation & Financial Stewardship

Lead contract negotiations and renewals for BPO partners, in close collaboration with Legal, Finance, and Strategic Sourcing.
Ensure contracts are structured to support operational flexibility, performance accountability, scalability, and cost optimization.
Own financial governance for BPO operations, including budget management, forecasting, and cost-to-serve optimization.
Evaluate vendor commercial models and cost structures, identifying opportunities to improve efficiency and return on investment.
Support sourcing decisions, RFP processes, and vendor selection efforts as the enterprise BPO subject matter expert.

Strategic Partnership & Enterprise Influence

Partner with internal strategy, transformation, and technology teams to support the deployment of new capabilities, tools, and operating models within BPO environments.
Provide thought leadership and subject matter expertise on outsourced contact center best practices and industry trends.
Influence enterprise decisions related to capacity planning, channel strategy, and make-vs-buy considerations.
Act as a leader and advocate for disciplined, scalable BPO solutions that enable growth while protecting the customer and brand experience.

Leadership Characteristics & Competencies

Demonstrated expertise in contact center operations, including performance management, quality, workforce optimization, and customer experience delivery.
Strong vendor management skills with experience leading complex third-party relationships in high-volume service environments.
Proven capability in contract negotiation, including commercial terms, SLAs, incentives, and performance-based agreements.
Strategic thinker who can balance long-term vision with day-to-day operational execution.
Data-driven decision maker with the ability to translate complex operational data into clear insights and action.
Effective collaborator and communicator, capable of influencing across internal functions and external partners.
Calm, credible leader who sets clear expectations, drives accountability, and fosters trust.

Direct Manager/Direct Reports:

This position typically reports to Contact Center Sr. Director or General Manager
This position has 3+ Direct Reports

Travel Requirements:

Typically requires overnight travel 20% to 50% of the time.

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Preferred Qualifications:

Prior experience leading or managing outsourced contact center operations strongly preferred.
Prior experience integrating BPO vendor.
Bachelor’s degree preferred.
8+ years of management experience preferred.
Experience working cross-functionally with Finance, Legal, Procurement, IT, and Operations.

Minimum Education:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education: