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Ignite BPO Operations Manager - Broadbeach, QLD

Ignite -
Broadbeach QLD

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Job Details

Full-time

Benefits

Employee rewards program
Paid volunteer leave

Qualifications

Scalability
AI
Communication skills

Full Job Description

Job no: 531197
Brand: Ignite
Work type: Full time
Location: Queensland
Categories: Commercial

Ignite BPO Operations Manager

We’re looking for an experienced BPO Operations Manager to oversee end-to-end outsourced operations across multiple divisions and offshore partners.

This role is the key link between internal teams and BPO providers, ensuring strong alignment, effective communication, and high-quality service delivery. Success will come from building trusted relationships, maintaining governance standards, and driving continuous improvement, including the use of AI and automation.

Key Responsibilities:

Manage multiple BPO functions across offshore sites
Act as the central point between internal stakeholders and BPO partners
Oversee KPI, SLA, QA, and performance frameworks
Lead performance reviews and drive continuous improvement initiatives
Ensure processes, SOPs, and workflows remain aligned and up to date
Support and embed change across BPO teams
Identify and implement AI and automation opportunities
Facilitate strong cross-functional collaboration across operations, sales, customer service, and technology
Proven experience managing BPO or outsourced operations
Strong stakeholder management and communication skills
Experience with performance frameworks and governance
Continuous improvement mindset, with exposure to automation/AI initiatives
Able to work across multiple teams and environments
Quarterly travel to offshore BPO sites (3 locations)
High-impact role driving operational excellence and innovation

Key Capabilities, Traits and Success Profile:

Experienced in BPO, outsourced or managed service operations, with a strong foundation in service delivery, vendor management, and operational governance.
Brings proven ability to manage complex, cross-functional stakeholder environments and deliver across customer service, sales, or back-office functions, supported by a solid understanding of KPI, SLA, QA, and performance frameworks.
Skilled at translating strategy into execution and leveraging AI, automation, and workflow optimisation to drive efficiency.
A confident communicator and relationship builder who influences without authority, thrives in fast-paced and ambiguous environments, and remains highly organised, collaborative, and outcome-focused.
Naturally curious and forward-thinking, with a strong interest in innovation and continuous improvement.
Success in this role is demonstrated through strong alignment between internal teams and BPO partners, consistent delivery against KPIs and SLAs, and the ability to maintain efficient, scalable processes that evolve with change.
Issues are proactively identified and resolved, AI and automation initiatives deliver measurable impact, and BPO operations operate as a seamless extension of the business.

What you'll enjoy:

Ongoing skills development, plus occasional escapes to bucket list destinations

Catapult your career across a network of brands and businesses in an evolving industry

✈️ Say no to full price! Nab discounts on travel and more thanks to our sweet rewards program

‍

️ Access to industry leading health and well - being programs and financial advisors

Set up shop in a swanky beachfront office in Broadbeach

Enjoy social events to promote networking, celebration of wins, and sometimes just for fun!

Take volunteer leave as part of giving back to the local community

#LI-KP1#IGNT#LI-Onsite

Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.

Applications close:

Apply Now

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I want to receive the latest job alert for ignite bpo operations manager broadbeach, qld

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