BPO CX Manager Turnout (turnout.co) Draper, UT Job Details Full-time $85,000 a year 8 hours ago Benefits Dental insurance Paid time off 401(k) 4% Match Vision insurance 401(k) matching Qualifications Team development Quality control Root cause analysis Process management Call center management Full Job Description BPO CX Manager Company Description Turnout is a modern consumer advocacy platform helping everyday Americans "beat the system." We make complex government and financial processes, like Social Security disability, veterans benefits, tax debt relief, and Medicare advocacy, simple, approachable, and fair. Our friendly AI agent, Jake, works alongside expert advocates to guide clients through intimidating systems with clarity and confidence. We've raised $21m so far and are backed by top VCs. We're growing fast and building a company people actually want to be part of. This Isn't a Normal Call Center Management Job We're looking for a BPO CX Manager who knows how to build, lead, and manage high-performing customer service teams. This role is not just about watching dashboards or reviewing performance reports. You'll be responsible for making sure our BPO operation delivers a great client experience, hits performance goals, and continues to improve as we grow. You should have direct experience managing or leading a BPO, outsourced customer service, call center, or contact center team. You'll need to be comfortable managing people, working with external partners, identifying performance issues, and turning data into action. If you've successfully led a BPO team before and know what it takes to improve quality, productivity, customer experience, and accountability, we want to talk to you. What You'll Actually Be Doing

• Managing and leading our BPO customer experience operation
• Serving as a primary point of contact between Turnout and our BPO partner
• Managing BPO team performance against KPIs, SLAs, quality standards, and customer experience goals
• Coaching BPO leadership and frontline teams to improve performance
• Reviewing call center metrics and identifying trends, performance gaps, and opportunities for improvement
• Creating and implementing action plans when performance is below expectations
• Monitoring call quality and ensuring the customer experience meets Turnout standards
• Partnering with internal teams to improve processes, workflows, training, and client outcomes
• Working closely with Operations, Sales, Case Management, and other teams to resolve issues and improve the overall customer journey
• Helping develop and maintain BPO processes, SOPs, escalation procedures, and performance expectations
• Reviewing staffing, scheduling, productivity, attendance, and capacity needs
• Holding BPO partners accountable to agreed-upon goals and service levels
• Identifying recurring customer issues and working with the appropriate teams to solve root causes
• Providing regular performance reporting and updates to leadership
• Helping scale the operation as Turnout continues to grow
• Following our processes while helping us improve them as we grow Who You Are
• You have previously managed or led a BPO, outsourced customer service, call center, or contact center team
• You know how to manage both people and performance
• You are comfortable holding teams and external partners accountable
• You understand call center KPIs, SLAs, quality metrics, productivity, and customer experience
• You are a strong communicator and can work effectively with both frontline employees and senior leadership
• You are analytical and comfortable using data to identify problems and make decisions
• You stay calm and solution-oriented when performance or customer issues arise
• You take ownership instead of waiting for someone else to solve the problem
• You are organized and comfortable managing multiple priorities
• You can coach people while still maintaining clear performance expectations
• You are comfortable working in a fast-moving environment where processes are still being built and improved
• You care about the customer experience and understand that great CX requires both empathy and operational discipline

You'll Probably Succeed Here If You:

• Have several years of experience managing BPO, call center, contact center, or customer experience operations
• Have directly managed BPO teams or outsourced customer service vendors
• Have experience managing vendor performance and holding BPO partners accountable to KPIs and SLAs
• Have experience with call monitoring, quality assurance, coaching, and performance improvement
• Are comfortable working with performance dashboards, reporting, and operational data
• Have experience building or improving customer service processes
• Have worked in a high-volume customer service environment
• Are comfortable partnering across departments to solve operational problems
• Have experience scaling a customer service operation in a growing company
• Are coachable but also willing to bring your own ideas
• Want to be part of a team that's building, not maintaining Experience in healthcare, insurance, legal services, government benefits, financial services, or another process-heavy industry is a plus.

Experience with CRM, contact center, workforce management, QA, or customer support platforms is a plus. The Mission We help people who are stuck, overwhelmed, and don't know where to turn. A lot of the people our teams support aren't reaching out because they had a bad day. They're calling because something important in their life isn't working. As the BPO CX Manager, you'll help make sure every interaction with Turnout is handled with professionalism, empathy, and accountability. You're not just managing a call center. You're helping build the operation that supports people when they need it most. Why People Join (and Stay)

• Fast growth — top performers get opportunities to take on more
• Real ownership — you'll have a chance to shape how our customer experience operation works
• Leadership opportunity — you'll play a key role in building and scaling our BPO operation
• Tight team — everyone pulls their weight
• Great coaching — we believe in continuous improvement
• Growing company — we're building, not maintaining
• Meaningful work — the people our teams help actually need us Compensation & Benefits
• $85,000 base salary + commission
• Full-time, 40 hours/week
• Monday-Friday, 8:00 AM-5:00 PM
• Fully in-office
• 401(k) with 4% match
• Health, dental, and vision insurance
• Paid time off
• Growth opportunities Final Note This role isn't for everyone. We're looking for someone who has actually managed and led a BPO team before — someone who understands the realities of outsourced customer service and knows how to turn performance data into better results. If you're someone who wants to:
• Build and lead high-performing teams
• Improve the customer experience
• Solve operational problems instead of passing them along
• Hold teams and partners accountable
• Take ownership
• And be part of something that's growing fast You'll do really well here.

Work Location:

In person

Schedule:

Monday-Friday, 8:00 AM-5:00

PM Job Type:

Full-time Pay:

$85,000.00 per year

Work Location:

In person