About this role
The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.
We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.
You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.
We are looking for a Partner Program Manager to lead BPO partner governance across Service Support Center and Moderation extended workforce operations. This role owns the governance mechanisms that connect business demand, partner capacity, site readiness, performance management, financial accountability, risk control, and verified closure. The ideal candidate brings strong BPO vendor-management experience, structured program leadership, and the ability to turn operational signals into governance action.
Responsibilities:
- Act as the key governance interface between Global e-Commerce business teams, SSC / MOD stakeholders, and BPO partners across global markets.
- Lead BPO demand intake and deployment governance, including requirement clarification, capacity planning, site readiness, ramp-up milestones, go-live gates, and post-launch stabilization.
- Partner with LOB owners, workforce management, and BPO sites on monthly and quarterly workforce planning, covering headcount demand, fulfillment, productivity assumptions, hiring readiness, and peak-season risk mitigation.
- Define and operate BPO governance mechanisms for partner segmentation, performance review cadence, readiness standards, escalation rules, recovery plans, and closure criteria.
- Own vendor performance governance through scorecards, business reviews, root-cause analysis, corrective action plans, and incentive / penalty mechanisms where applicable.
- Drive site readiness and recovery governance for new launches, ramp-up programs, low-performing sites, and high-volume business periods.
- Serve as the escalation point for BPO performance, capacity, operational risk, and billing-risk issues, ensuring issues are translated into clear owners, timelines, evidence requirements, and measurable closure criteria.
- Validate BPO billing-risk inputs by reconciling headcount, productivity, attendance, service scope, rate-card assumptions, and contract terms; identify discrepancies, quantify potential leakage, and hand verified exceptions to Finance / GCM for approval and settlement execution.
- Build scalable governance capabilities across planning, partner management, operational controls, shared services, reporting, and accountability mechanisms.
- Manage complex cross-functional programs involving business operations, workforce management, finance, procurement, compliance, and vendor leadership.
- Lead governance forums and operating reviews, including agenda design, decision framing, executive-ready materials, decision logs, and follow-up action tracking.
- Use data and governance tooling to detect performance, capacity, financial, and compliance risks early, and drive structured remediation before risks become recurring business issues.
- Support continuous improvement of the Partner Governance OS through standard playbooks, dashboards, escalation templates, partner self-service mechanisms, and AI-enabled operating improvements.