Corpay
What We Need
CORPAY is currently looking to hire a BPO Partner Operations Director within our Customer Service division. This position falls under our Corporate Payments line of business and is located in Brentwood. In this role, you will lead the strategic oversight and execution of third-party customer service partnerships to ensure world-class customer experience. This role provides visionary leadership across partner strategy, service operations, and performance optimization, with full accountability for outsourced call center vendor performance across global locations. As a key member of the leadership team, the Director champions a customer-first culture through data-driven performance management, continuous improvement initiatives, and seamless integration between internal stakeholders and external service partners. This role has direct impact on service delivery outcomes, budget management, operational excellence, and long-term partner strategy in alignment with business objectives. You will report directly to VP Partner Operations and regularly collaborate with team(s) and other department(s).
How We Work
As a Director you will be expected to work in an office environment. CORPAY will set you up for success by providing: Assigned workspace in the Brentwood, TN office. Company-issued equipment + remote access Formal, hands-on training. Role Responsibilities
The responsibilities of the role will include:
Strategic Leadership & Partner Management
Owning the end-to-end partner delivery strategy, overseeing a portfolio of outsourced service providers supporting high-volume customer operations. Developing and leads long-term vendor engagement strategies, ensuring alignment with corporate goals, customer expectations, and evolving business needs. Serving as the executive point of contact for vendor leadership, influencing contractual outcomes and operational strategies. Service Delivery & Operational Excellence
Defining and driving standards, KPIs, and SLAs across global partner sites; ensures alignment with quality, compliance, and customer satisfaction targets. Overseeing governance structures including quarterly business reviews (QBRs), vendor audits, executive reviews, and corrective action plans. Leading cross-functional initiatives with internal departments (Legal, Compliance, Training, Finance, IT, etc.) to optimize delivery frameworks. Responsible for full program ownership which may include holding difficult conversations to drive results . Performance Management & Continuous Improvement
Leading the development and continuous enhancement of vendor scorecards, integrating both quantitative and qualitative data to drive accountability and operational improvements. Champions a culture of performance through structured improvement plans, innovation pilots, and proactive risk management. Leveraging data and analytics to identify trends, root causes, and opportunities for automation, process improvement, and cost optimization. Constant change and optimization are part of this role. Successful candidates will excel at change management and pivoting from one priority to another with some frequency. Financial Oversight
Owns the vendor operations budget; develops annual forecasts, manages monthly performance-to-plan analysis, and identifies cost-saving opportunities through scale, efficiency, and contract optimization. Supports sourcing and contract negotiation strategies in collaboration with Procurement and Legal to maximize value and service outcomes. Executive Communication & Stakeholder Alignment
Prepares and presents executive-level reporting on partner performance, issues, risks, and strategic initiatives to senior leadership and cross-functional stakeholders. Building trusted relationships with internal business units to ensure consistent partnership alignment and execution on business goals. Team Leadership
Providing leadership and direction to Partner Delivery Managers and support staff; fosters professional development, accountability, and a high-performing team culture. Ensure team capability through ongoing coaching, resource planning, and performance management. Travel
Up to 50% domestic and international travel is required. A valid passport is mandatory. Qualifications & Skills
Deep understanding and subject matter expertise is required in this role. The successful candidate is passionate with being deep into the details and serves as a knowledge expert for the lines of business they oversee. Bachelor's degree in Business, Operations Management, or a related field; or equivalent advanced degree preferred. 10+ years of progressive experience in customer service operations, outsourcing/vendor management, or BPO strategy, including at least 3 years in a senior leadership or director-level role. Demonstrated expertise in global partner governance, service delivery, and contract performance management. Proven success in leading large-scale, complex vendor relationships across multiple geographies. Strong executive presence with exceptional verbal, written, and visual communication skills; able to influence C-level stakeholders and facilitate high-impact discussions. Deep understanding of operational metrics, quality assurance, workforce management, and service experience frameworks. Strong financial acumen including budget ownership, forecasting, and cost containment. Proficient with Microsoft Office Suite, Salesforce, and reporting/BI tools. Standing on your own and full program ownership is critical in this role, including holding difficult conversations to drive results and reading results out to executives. Benefits & Perks
Medical, Dental & Vision benefits available the 1st month after hire Automatic enrollment into our 401k plan (subject to eligibility requirements) Virtual fitness classes offered company-wide Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time Employee discounts with major providers (i.e. wireless, gym, car rental, etc.) Philanthropic support with both local and national organizations Fun culture with company-wide contests and prizes Our Company & Purpose
CORPAY is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, CORPAY has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, CORPAY is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.
We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to 'thrive & grow' through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.
CORPAY is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:
Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations; Empowering our people to share their experiences and ideas through open forums and individual conversations; and Valuing each person's unique perspectives and individual contributions.
Embracing diversity enables our people to "make the difference" as CORPAY and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.CORPAY.com or following CORPAY on LinkedIn.
Equal Opportunity/Affirmative Action Employer
CORPAY is an Equal Opportunity Employer. CORPAY provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency
#LI-DS1
CORPAY is currently looking to hire a BPO Partner Operations Director within our Customer Service division. This position falls under our Corporate Payments line of business and is located in Brentwood. In this role, you will lead the strategic oversight and execution of third-party customer service partnerships to ensure world-class customer experience. This role provides visionary leadership across partner strategy, service operations, and performance optimization, with full accountability for outsourced call center vendor performance across global locations. As a key member of the leadership team, the Director champions a customer-first culture through data-driven performance management, continuous improvement initiatives, and seamless integration between internal stakeholders and external service partners. This role has direct impact on service delivery outcomes, budget management, operational excellence, and long-term partner strategy in alignment with business objectives. You will report directly to VP Partner Operations and regularly collaborate with team(s) and other department(s).
How We Work
As a Director you will be expected to work in an office environment. CORPAY will set you up for success by providing: Assigned workspace in the Brentwood, TN office. Company-issued equipment + remote access Formal, hands-on training. Role Responsibilities
The responsibilities of the role will include:
Strategic Leadership & Partner Management
Owning the end-to-end partner delivery strategy, overseeing a portfolio of outsourced service providers supporting high-volume customer operations. Developing and leads long-term vendor engagement strategies, ensuring alignment with corporate goals, customer expectations, and evolving business needs. Serving as the executive point of contact for vendor leadership, influencing contractual outcomes and operational strategies. Service Delivery & Operational Excellence
Defining and driving standards, KPIs, and SLAs across global partner sites; ensures alignment with quality, compliance, and customer satisfaction targets. Overseeing governance structures including quarterly business reviews (QBRs), vendor audits, executive reviews, and corrective action plans. Leading cross-functional initiatives with internal departments (Legal, Compliance, Training, Finance, IT, etc.) to optimize delivery frameworks. Responsible for full program ownership which may include holding difficult conversations to drive results . Performance Management & Continuous Improvement
Leading the development and continuous enhancement of vendor scorecards, integrating both quantitative and qualitative data to drive accountability and operational improvements. Champions a culture of performance through structured improvement plans, innovation pilots, and proactive risk management. Leveraging data and analytics to identify trends, root causes, and opportunities for automation, process improvement, and cost optimization. Constant change and optimization are part of this role. Successful candidates will excel at change management and pivoting from one priority to another with some frequency. Financial Oversight
Owns the vendor operations budget; develops annual forecasts, manages monthly performance-to-plan analysis, and identifies cost-saving opportunities through scale, efficiency, and contract optimization. Supports sourcing and contract negotiation strategies in collaboration with Procurement and Legal to maximize value and service outcomes. Executive Communication & Stakeholder Alignment
Prepares and presents executive-level reporting on partner performance, issues, risks, and strategic initiatives to senior leadership and cross-functional stakeholders. Building trusted relationships with internal business units to ensure consistent partnership alignment and execution on business goals. Team Leadership
Providing leadership and direction to Partner Delivery Managers and support staff; fosters professional development, accountability, and a high-performing team culture. Ensure team capability through ongoing coaching, resource planning, and performance management. Travel
Up to 50% domestic and international travel is required. A valid passport is mandatory. Qualifications & Skills
Deep understanding and subject matter expertise is required in this role. The successful candidate is passionate with being deep into the details and serves as a knowledge expert for the lines of business they oversee. Bachelor's degree in Business, Operations Management, or a related field; or equivalent advanced degree preferred. 10+ years of progressive experience in customer service operations, outsourcing/vendor management, or BPO strategy, including at least 3 years in a senior leadership or director-level role. Demonstrated expertise in global partner governance, service delivery, and contract performance management. Proven success in leading large-scale, complex vendor relationships across multiple geographies. Strong executive presence with exceptional verbal, written, and visual communication skills; able to influence C-level stakeholders and facilitate high-impact discussions. Deep understanding of operational metrics, quality assurance, workforce management, and service experience frameworks. Strong financial acumen including budget ownership, forecasting, and cost containment. Proficient with Microsoft Office Suite, Salesforce, and reporting/BI tools. Standing on your own and full program ownership is critical in this role, including holding difficult conversations to drive results and reading results out to executives. Benefits & Perks
Medical, Dental & Vision benefits available the 1st month after hire Automatic enrollment into our 401k plan (subject to eligibility requirements) Virtual fitness classes offered company-wide Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time Employee discounts with major providers (i.e. wireless, gym, car rental, etc.) Philanthropic support with both local and national organizations Fun culture with company-wide contests and prizes Our Company & Purpose
CORPAY is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, CORPAY has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, CORPAY is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.
We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to 'thrive & grow' through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.
CORPAY is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:
Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations; Empowering our people to share their experiences and ideas through open forums and individual conversations; and Valuing each person's unique perspectives and individual contributions.
Embracing diversity enables our people to "make the difference" as CORPAY and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.CORPAY.com or following CORPAY on LinkedIn.
Equal Opportunity/Affirmative Action Employer
CORPAY is an Equal Opportunity Employer. CORPAY provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency
#LI-DS1