PARTNERSHIPS MANAGER

PARTNERSHIPS MANAGER

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 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