Business Process Outsourcing Director

at C.H.Robinson in Chicago, Illinois, United States

Job Description

C.H. Robinson is currently seeking a Business Process Outsourcing (BPO) Director to lead the BPO strategy and operations. You will be responsible for optimizing execution costs, managing risk, implementing quality controls, and ensuring successful and sustainable BPO programs that remain aligned with the business evolution, business strategy, and customer experience outcomes. As the Director you will align with other enterprise divisions and shared services to ensure a One Robinson approach while engaging with managers and high-level individual contributors in a matrixed format. Critical to your success will be your ability to oversee evaluations, implementations, success tracking, vendor relationship management, contracts, and negotiations. If you are passionate about impacting BPO strategy at a global organization we invite you to apply and join C.H. Robinson’s commitment to excellence.

At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work on-site with the local team and leaders five days a week producing impactful results through face-to-face interactions. Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.

Responsibilities:

+ Develop and execute a divisional BPO strategy aligned to short, medium, and long-term business goals

+ Establish guiding principles for BPO deployment and leverage within a C.H. Robinson division

+ Evaluate existing BPO contracts, geographies, and relationships for improvement opportunities

+ Collaborate with business leaders to understand needs and educate BPO opportunities to improve Operating Income

+ Set up governance, controls, business continuity, and risk management processes

+ Establish and monitor key performance indicators for process efficiency, quality, and compliance

+ Establish quality assurance processes and mechanisms to ensure service delivery meets or exceeds customer expectations, and drives continuous improvement

+ Assess program effectiveness; provide quarterly/monthly result readouts; drive change management, adoption and compliance

+ Work closely with product, business, and centralized operations leaders to drive continuous improvement and support strategy evolution

+ Lead BPO provider sourcing, negotiations, and contracting efforts in partnership with Legal and other internal functions

+ Partner with other divisional and shared services resources to gather insights, share best practices, and enhance collaboration Promote operational excellence through best practices, process discipline, and value delivery to both customers and the organization

Required Qualifications:

+ Bachelor’s degree in Business, Operations, Management, or a related field

+ Minimum 10 years’ experience in operations management or Business Process management

+ Ability to travel up to 25% both domestic and international

Preferred Qualifications:

+ 3+ years of experience in BPO strategy, operations, or related roles

+ Experience with Lean, Six Sigma or Agile methodologies

+ Extensive experience in process improvement, operational excellence, or related roles

+ Proven track record of successfully managing BPO relationships and optimizing cost savings

+ Proven track record of successfully leading process redesign initiatives, driving efficiency gains and quality improvements

+ Change management expertise with the ability to influence and guide teams through organizational transformations

+ Exceptional communication and interpersonal skills to effectively collaborate with diverse teams and stakeholders

+ Values a diverse and inclusive work environment; models behavior and drives DEI strategies within organization

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

Your Health, Wealth and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

+ Two medical plans (including a High Deductible Health Plan)

+ Prescription drug coverage

+ Enhanced Fertility benefits

+ Flexible Spending Accounts

+ Health Savings Account (including employer contribution)

+ Dental and Vision

+ Basic and Supplemental Life Insurance

+ Short-Term and Long-Term Disability

+ Paid and floating holidays

+ Paid time off (PTO)

+ Paid parental leave

+ Paid time off to volunteer in your community

+ Charitable Giving Match Program

+ 401(k) with 6% company matching

+ Employee Stock Purchase Plan

+ Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE (https://jobs.chrobinson.com/culture) page.

Why Do You Belong at C.H. Robinson?

C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200. We’ve been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses.

As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World’s Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work Institute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in 2023 by Newsweek. Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world. For more information, visit us at www.chrobinson.com .