BPO Lead - Vendor Operations & Process Optimization

Red Points • Barcelona, Spain • 2m ago

Company Description

What's Red Points all about?

Red Points is the most widely used solution to recover digital revenue. Over 1.000 companies rely on our platform to fight counterfeits, piracy, impersonation, and distribution abuse. They leverage Red Points to take back the revenue that’s rightfully theirs. With 270+ professionals and offices in New York, Barcelona, Beijing, and Salt Lake City, Red Points has disrupted an industry traditionally led by service providers with a scalable, cost-effective solution.

Be part of the change: join us on our mission to make the Internet a safer place!

Job Description

Role & Responsibilities

Develop and implement strategies to optimize processes, streamline workflows and enhance productivity
Manage the Vendor on a day to day business via their Team Leads
Clearly defined objectives and goals of the outsourced Task.
Create detailed work instructions that outline the scope of work, tasks to be performed, quality standards, and timelines and prioritization of tasks. These instructions should provide clear guidance to the vendor on how to execute the processes effectively.
Define measurable KPIs that align with the objectives of the outsourcing arrangement. These KPIs should cover aspects such as service quality, productivity, efficiency, and customer satisfaction. Regularly monitor and evaluate performance against these KPIs to ensure accountability and drive continuous improvement.
Foster a collaborative partnership based on trust, transparency, and open communication. Establish regular channels for communication and feedback with the vendor to address any issues or concerns proactively.
Establish governance mechanisms to oversee the outsourcing relationship and ensure compliance with contractual agreements and service level agreements (SLAs). This may include regular review meetings, performance assessments, and escalation procedures for resolving issues.
Offer training and support to the vendor's team to ensure they understand the company's processes, systems, and quality standards. Encourage knowledge sharing and collaboration to foster a shared understanding of expectations and best practices.
Continuously monitor vendor performance against agreed-upon metrics and provide timely feedback. Recognize and reward success, while also addressing any areas for improvement or corrective action as needed.
Drive a culture of quality excellence and continuous improvement in their process workforce
Identify potential risks and vulnerabilities in their process, escalate them and suggest risk mitigation strategies
Control the cycle time of each task, identify problems, and apply appropriate countermeasures.
Continuously evaluate and improve processes to ensure maximum efficiency and effectiveness.
Collaborate closely with other departments to ensure effective communication and coordination of tasks.

Qualifications

Educational Background:

Bachelor’s or Master’s degree in Business Administration, Operations Management, Engineering, or a related field.
PMP (Project Management Professional) certification or Lean Six Sigma certification is a plus.
Fluent/Native level English

Experience

2+ years of proven experience in process optimization, vendor management, or outsourcing operations
Proven track record in managing third-party vendors and outsourced teams, including defining SLAs, KPIs, and governance structures.
Experience in project management, especially in cross-functional and multi-location settings.

Technical Proficiency:

Strong data analysis skills, with proficiency in data analysis tools (e.g., Excel, SQL, or any BI tools) to interpret data, derive insights, and implement process improvements.

Industry Knowledge:

Understanding of data privacy and compliance in outsourcing agreements, with knowledge of intellectual property (IP) concepts considered a plus.
Ability to thrive in a startup environment—moves quickly, think strategically, and is good at tactical execution
Passion for technology
Ability to multi-task, prioritize, and manage time effectively

Additional Information

What we offer

A friendly, diverse, and international team
You’ll have top-notch Private Health Insurance, fully covered by the company.
23 working days of holidays per year, plus the local public holidays.
Indefinite Contract
Fridays we have reduced working hours. And every weekday during August.
Tax relief/ ¨Retribución Flexible¨ will also be available for you.
We offer a discount with the amazing DIR gyms!
We have a Referral policy with a very sweet Bonus scheme.
We have a hybrid model, with a flexible start time.
At the office, we offer fresh fruit, and a huge variety of different kinds of milk, coffee, thé, and cereals.
We also host monthly after works and internal events with guest speakers that allow us to share good times together and learn something new!

We are an equal-opportunity employer and value diversity at our company. We encourage all applicants, regardless of race, religion or belief (if any), color, nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.

If you think this is the right move for you and you match the description, just apply! We'll get in touch with you!