Outsourced Service Process Enablement Manager

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you're looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based in Draper, Utah. Remote work location may also be an option.

Make your impact within a rapidly growing Fintech Company

As the Outsourced Service Process Enablement Manager, you will play a pivotal role in driving change initiatives and implementing process improvement within our BPO teams while continuously assessing and mitigating the impact of change on people, processes, systems and culture. In this role you will:

• Drive change initiatives through implementing a process improvement and change management framework to drive successful process improvements while continuously assessing the impact of change on people, processes, systems and culture and developing mitigation strategies to address potential risks and challenges
• Identify and build strong relationships with key stakeholders at all levels of the organization to gain buy-in and support for change initiatives.
• Develop and implement projects and action plans focused on improving the customer experience, efficiency, value and consistency of our Outsourced Service Operations and BPO partners
• Foster a culture of continuous improvement and adaptability among our CARE team and BPO partners where change is embraced as an opportunity for growth and innovation
• Design and execute effective communication and training strategies to facilitate smooth transitions for impacted stakeholder groups, especially within our BPO teams
• Create and maintain a playbook of requirements, recommendations and best practices in how our BPOs operate and integrate with our Outsourced Service Operations team while continuously tracking BPO performance metrics to identify areas of opportunity and to track the progress and impact of change initiatives
• Remain up-to-date on industry best practices within the BPO service operations environment
• Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals while partnering with cross-functional teams on multi-department projects
• Plan and participate in global BPO site visits with Outsourced Service Operations leadership
• Coach, Develop and hold Associate Outsource SO Leads accountable to their objectives and KPI goals- Leads change initiatives, aligns team goals with organizational objectives and fosters an environment of adaptability
• Develops a proactive approach to address uncertainty, making informed decisions in ambiguous situations

We'd love to chat if you have:

• Bachelor's degree in business or organizational development
• Proven experience leading process improvement and change management initiatives in a fast-paced environment
• 5+ years of experience in customer service operations
• 3+ years experience in BPO Operations
• Strong technical aptitude including Google Suite, Salesforce and call center telephony systems
• Excellent organizational skills including time management, goal setting and attention to detail
• Ability to independently draft, develop and deliver key communications with a diverse set of stakeholders through excellent verbal and written communication skills
• Strategic thinking with an ability to manage complex projects and drive decision-making
• Aptitude to build relationships and collaborate effectively with stakeholders at all levels of the organization
• Flexible and adaptable, with an ability to thrive in ambiguous situations
• Ability to travel internationally up to 10% of the year

Nice to Have:

• Masters degree in Business or organizational development
• Experience in the Financial Services industry
• Project Management Certification, COPC Certification or Six Sigma Certification

The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL's bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range

$111,400-$139,700 USD

Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. The estimated salary ranges noted below roles in the specific geographic zones

Zone 1- San Francisco Bay Area CA (includes HQ), New York City, Seattle

$131,000-$164,300 USD

Zone 2- CA (Non San Francisco Bay Area), Austin TX, Massachusetts

$117,900-$147,900 USD

Zone 3 -Utah (includes Utah office), Houston TX (office), Florida, North Carolina

$111,400-$139,700 USD

Let's talk about benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more

For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page for each location and discover BILL.

We live our culture and values every day

At BILL, we're different by design-it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There's no limit to what we can build and where we can go from here. We'd love you to join us.

BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.

Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.

If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact

BILL Culture:

• Humble - We check our egos at the door. We are curious. We listen, accept feedback.
• Authentic - We earn and show trust by being real-embracing our authentic selves.
• Passionate - We care deeply about each other and our customers.
• Accountable - We are duty-bound to each other, our customers, and society.
• Fun - We wrap it all together by building connections and enjoying time spent together.

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