Ready to revolutionize healthcare, making it faster and more accessible than ever before? How we started: Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth. Where we are now: We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There’s never been a more exciting time to join HeliosX. Where we’re going: Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone. Come be a part of making our dream of easier and faster healthcare a reality! The Opportunity We are seeking a dynamic Customer Service BPO Partner Manager to ensure our outsourced partners deliver exceptional customer service. The Customer Service BPO Partner Manager is responsible for ensuring outsourced BPO partners consistently deliver high-quality, cost-efficient customer service. This role owns day-to-day performance management of our partners, acts as the primary escalation point for operational issues, and collaborates closely with internal stakeholders to drive continuous improvement and seamless customer experiences. This team works proactively in a fast paced environment that is constantly changing to deliver an exceptional customer experience. The Manager position will be required to demonstrate strong organisational skills, possess the ability to multi-task, be detail oriented, and able to set and manage priorities, focused on the customer experience. The successful candidate will have demonstrated experience in meeting and exceeding KPI’s, supporting the team and management of client relationships. What you'll do BPO Partnership & Performance Oversight Build strong, collaborative relationships with partner leadership teams to foster high performance. Drive a customer-centric approach across partners. Track daily and weekly BPO performance against SLAs and CSAT targets. Cost, Quality & Compliance Management Monitor partner performance on cost per contact, occupancy, and productivity. Ensure vendor adherence to quality, regulatory, and compliance standards. Review QA audit results and implement corrective actions. Operational Oversight Act as primary escalation point for BPO operational challenges. Ensure staffing aligns with WFP forecasts and maintain queue health. Implement new launches and continuous improvement initiatives. Stakeholder Management Provide weekly performance updates on BPO performance. Track and report on partner-specific KPIs. Partner with internal and external stakeholders for seamless customer experience. What you'll bring to HeliosX Seasoned Customer Service Leader with at least 2 years experience managing outsourced customer support partnerships. Background in a regulated industry (healthcare, telemedicine, fintech) is a plus. Proven experience in driving cost, quality, and compliance improvements with partners. Familiarity with CS platforms (Zendesk, Salesforce) and performance analytics tools. Experience in a multi-channel customer support environment (voice, chat, email). Strong relationship-building and stakeholder management skills – able to foster trusted, engaged partnerships with BPO teams. Excellent communication and influencing skills, balancing internal priorities and external expectations. Data-driven mindset, confident analysing performance data and drawing actionable insights. Ability to manage multiple priorities and work independently in a fast-paced, high-growth environment. Life at HeliosX At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions! Aside from working with our all-star team, here are the other benefits of coming on board: Generous equity allocations with significant upside potential 25 Days Holiday ( all the usual Bank Holidays) Private health insurance, along with extra dental and eye care cover Pension scheme Enhanced parental leave Cycle-to-work Scheme Electric Car Scheme Free Dermatica and MedExpress products every month, as well as family discounts Home office allowance Learning & Development Budget LI -Senior LI -Hybrid