Associate BPO Success Manager
Contributor Operations | San Francisco, CA | Full Time
Artificial Intelligence (AI) is transforming the world in almost every industry. Everyone knows only high-quality annotated training data can produce the most accurate machine learning solutions. However, creating training data with high-quality in a scalable way is very challenging and very few companies can do it. Even less can do it well, which is why businesses across all industries trust Figure Eight.
In March 2019, Figure Eight was acquired by Appen. Together, Appen and Figure Eight combine the best of human and machine intelligence to provide high-quality annotated training data that powers the world’s most innovative machine learning (ML) and business solutions. The Figure Eight platform enables ML and data-driven business solutions to scale across a diverse set of industries including retail, automotive, finance, manufacturing, agriculture, life sciences, robotics, and more. The Figure Eight platform transforms audio, video, text, and images into high-quality annotated data to support a variety of use cases ranging from computer vision and search relevance to data categorization and natural language processing (NLP). Learn more at www.figure-eight.com.
About the Role
Underlying the Figure Eight platform is a marketplace for data-management tasks which is supported by a vast network of online human contributors from all over the world who complete those tasks. Each data-management task has its own specific requirements in terms of the human resources needed to deliver it. These requirements range from contributors who speak a specific language, or live in a specific geography, to contributors who have a certain skill or competency, to contributors who can meet certain security protocols.
In order to meet these ever-evolving customer requirements, Figure Eight has partnered with a diverse set of organizations (“channels”) around the world in order to source the right people for each project. An increasingly important partner category is the BPO (business process outsourcing) as they have enabled us to take on increasingly challenging use cases as well as handle our customer’s most sensitive data. As an Associate BPO Success Manager within the BPO & Contributor Success team, you will help manage relationships with various global BPO partners and play a vital role in helping Figure Eight deliver successful outcomes for our customers through your effective project management. In this role, you will work directly with the Senior BPO Success Manager to ensure projects are properly scoped, prioritized and delivered. This is a very hands-on role and you will be expected to "wear many hats". It’s one part project management, one part account management, and one part business development with opportunities for career growth in the functional areas of greatest interest to the right candidate. You will work closely with Customer Success, Sales and Product and will gain great experience working with people and organizations from all over the world. This role will report to the Director, BPO & Contributor Success.
Work with Customer Success and Sales to gather and understand current and prospective customer requirements that will impact partner resourcing.
Coordinate cross-functionally with Customer Success, Sales and key strategic global BPO partners to scope project requirements
Relay customer project requirements to BPO partners and conduct training to partner contributors as required.
Diligently track progress against customer projects and POC that require a BPO partner and relay delivery risks to stakeholders.
Manage project schedules, identify risks and regularly communicate progress to all key stakeholders and escalate as appropriate.
Partner Relationship Management
Manage day-to-day relationships with key BPO partners to make sure they feel engaged, supported, and eager for additional projects (includes regular status calls at odd hours due to timezone differences).
Escalate to partner’s leadership team as required in order to meet customer delivery expectations.
Conduct RFP and costing exercises between Customer Success/Sales and BPO partners in cases when competitive project pricing bids are necessary.
Actively track load and capacity between BPO partners and route additional or existing opportunities as appropriate to meet delivery requirements.
Assist with identifying gaps in current partner network’s capabilities that affect our ability to deliver to customers
Assist with identifying product features and tooling that drive partner efficiencies
Identify areas for process improvement (e.g. tracking, cost efficiencies, throughput, etc) and provide recommendations that drive greater efficiencies.
2+ years project management experience, or support experience
Proven ability to effectively work with a diverse set of stakeholders to coordinate a single project
Excellent organization skills and ability to juggle multiple projects and prioritize effectively
Exceptional written and verbal communication skills -- you are:
Comfortable communicating with a variety of stakeholders (both functional peers and those at the executive level) from both internal and external organizations
Comfortable communicating with people from a variety of countries, languages and cultures
Experience working for a technology company and demonstrable success in an external-facing role
Experience using project management software such as JIRA, etc
An obsession with creating processes that are efficient, nimble and effective
Comfortable working with and/or learning a variety of technical process/tools
Has ideally sourced and integrated BPOs on behalf of a product company with a two-sided marketplace
Experience working with or employed at BPOs or organizations in a related field
Proficiency in a foreign language (e.g. French, German, Hindi, Japanese, Korean, Mandarin Chinese, Portuguese, Spanish)
Some experience with SQL