Senior BPO Manager - B2B

Ready to lead, disrupt and reinvent the sleep industry?

We are Emma – The Sleep Company. Founded in 2015, we have grown into the world’s largest direct-to-consumer (D2C) sleep brand, with a presence in over 35 markets and more than 15 retail stores across Europe.  
 

Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide.  
 

It’s our people who bring this mission to life. At Emma, you’ll join a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together.  
 

Ready to awaken your best with us? 

We are looking for a skilled and proactive Senior Business Process Outsourcing Manager to manage and optimize our external BPO partnerships across our B2B department. As an individual contributor, you will focus on ensuring seamless service delivery, driving continuous improvements, and monitoring vendor performance. You will collaborate with internal teams to align vendor strategies with business priorities and help streamline operational processes. If you're passionate about BPO management and thrive in a fast-paced environment, this role is a great fit for you. 

What You'll Do

• Own and optimize relationships with external BPO partners across multiple business lines, ensuring consistent performance and service delivery.

• Serve as the primary point of contact for operational and strategic matters with vendors, overseeing contractual obligations and performance targets.

• Govern day-to-day vendor operations, driving continuous improvement and ensuring seamless service delivery across outsourced functions.

• Manage end-to-end vendor performance, utilizing KPI frameworks, SLA governance, and regular reviews to identify trends and escalate risks.

• Collaborate cross-functionally with internal teams (CX, Operations, Finance, Legal, Product) to align vendor strategy with business priorities.

• Lead RFP processes, contract negotiations, and vendor onboarding as needed, ensuring alignment with business goals.

• Proactively identify operational gaps, leading corrective actions and implementing best practices across the vendor portfolio.

• Drive cost efficiency without compromising quality, balancing commercial and operational goals across a complex, multi-vendor environment.

Who We're Looking For

• You have a Bachelor's/Master's in Business Administration, Operations Management, Supply Chain, or a related field.

• You bring proven hands-on experience managing BPO or outsourced vendor relationships, ideally across multiple vendors and lines of business simultaneously.

• Strong command of contact centre operations, including workforce management, quality assurance, and performance governance frameworks.

• You are highly commercially aware, able to interpret contracts, manage SOWs, and lead SLA renegotiations.

• Proficient in performance analysis, using tools like Excel and Tableau to surface insights, build business cases, and drive measurable improvements.

• You are an exceptional communicator, skilled at building relationships and engaging with both executives and operational teams.

• You thrive in fast-paced environments, managing competing priorities across multiple geographies and time zones. Previous experience in ecommerce, logistics or a scale up is a plus.

• Fluent in English, with proficiency in additional European languages (German, Portuguese, Spanish, or French) being a plus.

What We Offer:

• The opportunity to create real impact, take ownership and accountability, and drive meaningful change. 
  • Continuous learning and development through hands-on experience, mentoring, formal training, and access to tools such as our Learning Hub and Nilo. 
    • A collaborative community of smart, driven people where you learn, contribute, and connect, every day and through team events. 
      • A global environment, working daily with diverse perspectives across 4 offices and 70+ nationalities. 
        • Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of 29 days per year). 
          • A flexible hybrid setup with up to 22 remote days per quarter. 
            • A modern, pet-friendly office in Parque das Nações, Lisbon.