Jack R.
Senior BPO Operations Manager
Open to offersNew to PlatformAbout
Jack R. is an accomplished Operations Manager with over 16 years of experience in the BPO industry, specializing in customer service, sales, technical support, and back office functions. He has managed teams exceeding 150 staff in both onsite and remote capacities across notable organizations such as Expedock, Acquire BPO, HelloFresh/HelloConnect, iQor, and ibex, driving operational rigor and ensuring SLA performance for US-based B2B and logistics accounts. Jack has led site operations, P&L ownership, and end-to-end service delivery, collaborating alongside HR, QA, WFM, IT, and client partners. His expertise includes data-driven decision making, process improvement, performance management, and customer profitability analysis. Jack has earned distinctions such as Top OM and Engagement Champion for optimizing productivity, stabilizing operations, and enhancing retention across multiple business domains.
Experience
Operations Manager
Expedock · 2024 — PresentLeads service delivery for freight data validators and team leads, ensuring consistent SLA achievement and 100% accuracy standards across key logistics accounts. Partners with clients to understand supply chain workflows and convert requirements into process improvements and operational efficiencies. Works with product and engineering teams to enhance tools, workflows, and operational scalability. Conducts customer profitability analysis, identifies revenue leakage and cost drivers, and provides actionable pricing and process recommendations.Operations Manager
Acquire BPO · 2023 — 2024Managed 150 FTEs supporting a US-based B2B account, focusing on daily operational rigor and client satisfaction. Monitored SLA performance, productivity, and staffing to align with contractual commitments. Implemented performance management initiatives to stabilize operations and enhance delivery consistency.Senior Lead
HelloFresh / HelloConnect · 2020 — 2024Directed end-to-end site operations with P&L ownership, client management, and operational strategy in collaboration with HR, WFM, QA, IT, and compliance. Championed continuous improvement through retiring obsolete processes and implementing data-driven, value-generating strategies. Managed financial planning, reporting, and cost-reduction initiatives while identifying growth opportunities. Served as offshore operations SME, contributing to client and sales discussions as well as scalability planning.Operations Manager
iQor · 2019 — 2022Led over 75 FTEs for a newly launched AT&T site, overseeing operational readiness and stabilizing performance. Designed and put into action centralized coaching and scorecard programs aligned with vendor and client standards. Established succession planning and talent development frameworks to support long-term growth.Operations Manager
ibex · 2013 — 2019Oversaw more than 150 FTEs, handling service delivery, sales performance, and multi-site operational execution. Collaborated with recruitment, training, QA, WFM, HR, and facilities to maintain operational and support excellence. Led initiatives for engagement, attrition management, leadership development, and business continuity planning.
Skills & Expertise
Education
- Bachelor of Science, NursingUnciano Colleges, Inc.
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