Senior Manager BI Strategic Partner

About the role

The Senior Manager BI Strategic Partner will act as the primary liaison between our client partners and internal teams, driving data‑centric strategies that improve performance across the organization. This role combines client relationship management, business intelligence analysis, and cross‑functional project leadership.

Key responsibilities

• Serve as the single point of contact for client partners, ensuring high satisfaction and adherence to contractual commitments.
• Deliver consistent KPI performance (QA, VOC, CX, AHT, RCR) across all sites and monitor weekly VOC/CSAT metrics.
• Partner with clients and internal stakeholders to devise data‑driven action plans and present insights at weekly, monthly, and quarterly performance reviews.
• Lead end‑to‑end projects from kickoff to completion, creating detailed plans with targeted improvements and timelines.
• Collaborate with Operations, Training, and Instructional Design teams to develop curriculum, track new‑hire metrics, and address tenured‑agent training needs.
• Identify and communicate process, system, and digital improvement opportunities based on critical data controls.
• Share best‑practice initiatives across lines of business and sites to foster continuous improvement.

Required profile

• Extensive experience in BPO environments with cross‑functional exposure.
• Proven ability to manage multiple accounts/programs across diverse industries.
• Experience leading both onsite and remote teams in multiple geographies.
• Strong stakeholder management skills and a thought‑leader mindset.
• Interest in progressing toward a Director‑level role.

Required skills

What we offer

• Opportunity to influence strategic decisions for global client partners.
• Hybrid work arrangement (remote/onsite).
• Collaborative environment with senior leadership exposure.