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Relationship & Operations Manager (Philippines Remote)

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Turnitin, LLC

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Manila
    Remote
  • Quick Apply

AI generated summary

  • You need a bachelor's degree, 3+ years managing remote teams, vendor management experience, strong communication skills, data-driven mindset, EdTech knowledge, and fluency in a European language.
  • You will manage BPO relationships, oversee service delivery, monitor performance, implement procedures, handle onboarding, and drive quality improvements through coaching and analytics.

Requirements

  • Bachelor’s degree or equivalent experience.
  • 3+ years of experience in managing nearshore/offshore teams.
  • Prior Vendor Management experience.
  • Experience gathering business and functional requirements with involved teams (including external partners).
  • Strong organizational and analytical skills.
  • Excellent written and verbal communication skills.
  • A passion for consistent and timely delivery and the personality to overcome any obstacle associated with the ability to work individually or as part of a team.
  • Highly data-driven with a commitment to process. The ability to thrive in a fast-paced, dynamic and always changing environment.
  • Working Hours: US Central Time zone.
  • Experience managing remote stakeholders
  • Experience in customer-facing role, in a high-tech environment
  • Experience/knowledge of the EdTech industry
  • Fluency in a European language
  • Leading by persuasion and motivation.
  • A bias for action and ownership.
  • Ability to collaborate with internal teams for the benefit of the customer.
  • Empathetic to customer needs, understand the questions that customers ask.

Responsibilities

  • This role manages the overall quality of service delivery and daily operations through relationship management with the BPOs.
  • This role will focus on driving improvement in delivery management core processes and opportunities, BPO performance and customer satisfaction.
  • Act as the main point of contact for the BPO and handle their day-to-day communication and requirements.
  • Define, develop, communicate and implement standard operating procedures and best practices for BPO execution.
  • Manage client and BPO expectations to ensure implementation and use of services are within the agreed scope and timeframe.
  • Manage BPO contract fulfillment from a day-to-day relationship and operational perspective.
  • Manage BPO staff onboarding, the proper use of all agent tools and offboarding in alignment with Turnitin’s security requirements.
  • Maintain a working knowledge of operational support requirements and expectations, across Turnitin product lines, to support all BPO teams and foster accountability.
  • Monitor quality of deliverables according to Turnitin’s expectations and standard operating procedures to ensure that the relevant KPIs are met.
  • Manage and supervise BPO performance in alignment with Turnitin’s objectives, adjusting milestones as needed to drive BPO and agent-specific performance.
  • Responsible for ensuring appropriate internal escalations are progressed with proactive and effective communication to minimize any impact.
  • Focus on improving quality through the use of calibrations, audits, and evaluation of performance scores to maintain operational compliance.
  • Lead improvement in BPO new hire and overall team performance through ongoing coaching, feedback, positive recognition, and the implementation of corrective action to course correct.
  • Review analytics and reports to address quality, performance and forecast concerns and opportunities.
  • Responsible for managing diverse cultural contexts to ensure the successful handling and productivity of all BPO relationships.
  • Produce supporting materials, including documentation and template plans for use by internal and external stakeholders involved in assessment delivery and reviewing services.
  • Identify and implement new strategies/policies/systems to improve the quality and efficiency of service delivery performance and accuracy.
  • Work cross-functionally with our CSMs and Product teams to continually improve performance and drive towards increased self-service and ticket deflection.

FAQs

What is the primary role of the Relationship & Operations Manager at Turnitin?

The primary role is to manage the overall quality of service delivery and daily operations through relationship management with BPOs, focusing on improving delivery management processes, BPO performance, and customer satisfaction.

What are the essential qualifications for this position?

Essential qualifications include a bachelor’s degree or equivalent experience, 3+ years of experience in managing nearshore/offshore teams, prior vendor management experience, strong organizational and analytical skills, and excellent written and verbal communication skills.

Are there any desirable qualifications for this role?

Yes, desirable qualifications include experience managing remote stakeholders, experience in a customer-facing role in a high-tech environment, knowledge of the EdTech industry, and fluency in a European language.

What are the working hours for this position?

The working hours are aligned with the US Central Time zone.

Is there an opportunity for professional development in this role?

Yes, Turnitin fosters a culture of learning and growth, encouraging team members to continuously improve and develop their skills.

What is the company culture like at Turnitin?

Turnitin has a remote-centric culture that emphasizes purpose, accountability, collaboration, and a commitment to making a difference in education.

What kind of benefits can employees expect?

Employees can expect a competitive benefits package, including health care coverage, education reimbursement, competitive paid time off, self-care days, volunteer time, and access to mental health resources.

Does Turnitin have a commitment to diversity and inclusion?

Yes, Turnitin is committed to respecting local cultures, embracing diversity, and ensuring equal access to its programs and employment opportunities for all qualified applicants.

How does Turnitin approach employee wellness?

Turnitin prioritizes employee wellness through various programs, including monthly wellness reimbursements, access to mental health platforms, and generous time off policies.

Can I apply even if I don’t meet all the listed qualifications?

Yes, Turnitin encourages candidates to apply if they meet the majority of the requirements, understanding that skills evolve over time and that willingness to learn is important.

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Turnitin, LLC

We support educators and empower students around the world to do their best original work.

Technology
Industry
501-1000
Employees
1996
Founded Year

Mission & Purpose

Turnitin is a leading provider of academic integrity and writing improvement solutions. The company offers tools and services designed to detect plagiarism, enhance writing quality, and facilitate peer review processes. Turnitin's ultimate mission is to promote academic honesty and improve the quality of education by providing technologies that support educators and students in producing original work. Their purpose is to help institutions and individuals maintain high standards of integrity and academic excellence, ultimately contributing to the credibility and quality of scholarly and educational content.