Head of Outsourcing - BPO

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Requirements:

• 7+ years of experience in agency outsourcing, BPO, or operations management.
• Proven track record of launching and scaling a BPO service or similar operational function.
• Experience managing global teams and sourcing talent across multiple locations.
• Strong understanding of cost structures, pricing models, and client engagement strategies.
• Entrepreneurial mindset with a focus on building scalable systems and delivering value to clients.
• Exceptional communication and negotiation skills, with a client-first approach.
• Strong leadership and team-building abilities to create a high-performing division.
• Proficiency in Notion and Figma.

Responsibilities:

• Serve as the primary point of contact for BPO clients, ensuring a high level of transparency and communication.
• Design and implement a 30-60-day hiring process to source, vet, and onboard top-tier talent tailored to client requirements.
• Work with clients to define role specifications, organizational needs, and desired outcomes for outsourced teams.
• Oversee the creation of service agreements, pricing models, and deliverables that align with Darkroom’s principles of cost transparency and quality.
• Coordinate the workflow and strategic management of all dedicated resources
• Work with our CEO to build and manage a comprehensive strategy to launch, scale, and operate the highest quality BPO services across the agency and in the creative marketing space.
• Work with existing Darkroom departmental infrastructure to discover the best resourcing management model for our unique outsourcing strategy.
• Identify key roles to outsource based on existing agency infrastructure.
• Work with our Director of People to focus on strategies around key resourcing hubs and roles.
• Work with our sales team to integrate dedicated resourcing into our agency sales process pitch.
• Work with Department heads to figure out the optimal fractional to dedicated resource workflow to enhance client and employee experience.
• Establish processes to streamline talent sourcing, hiring, and onboarding across global hubs.
• Ensure all hires are equipped with the necessary technology, benefits, and management support.
• Monitor and optimize the profitability of the BPO division, ensuring revenue targets are met.
• Track performance metrics to ensure client satisfaction and operational efficiency.
• Collaborate with the marketing team to create compelling landing pages, sales collateral, and outreach campaigns to attract new clients.
• Work with our VP of Operations to roll out trainings to up-skill new applicants at pre determined pace
• Collaborate with global sourcing leads to identify and attract the best candidates across hubs.
• Maintain relationships with local talent networks to ensure a continuous pipeline of skilled professionals.
• Champion employee development by integrating outsourced hires into the Darkroom agency ecosystem, fostering industry-leading skillsets.
• Serve as boots on the ground in our key resourcing hubs (Portugal and South Africa)