We're looking for a Senior Manager- Presales (BPO) to drive the end-to-end design, development, and evolution of cutting-edge BPO solutions that integrate AI agents, digital workforce orchestration, and Interaction-as-a-Service (IaaS) models.
Job Purpose:
The Senior Manager of BPO leads the design and delivery of winning proposals for business process outsourcing opportunities with a strong emphasis on AI-enabled distributed models, digital workforce orchestration, and Interaction-as-a-Service (IaaS). This role blends commercial strategy, solution architecture, and operational modeling to create scalable, innovative, and customer-centric outsourcing offerings.
Key Responsibilities:
AI-Driven Solutioning & Distributed Operating Models:
- Design BPO models leveraging AI agents, LLMs, automation, and hybrid human-AI workflows.
- Architect distributed ecosystems (onshore/offshore/AI virtual capacity).
- Assess client environments for AI efficiency opportunities.
- Build solution blueprints and quantify benefits using modeling techniques (FTE reduction, throughput).
Interaction-as-a-Service (IaaS) Solution Architecture:
- Deep understanding of IaaS models, omnichannel contact management, and consumption-based proposals.
- Knowledge of next-gen contact center tech, cloud platforms, and digital tools.
- Define interaction-level SLAs, routing logic, and create AI-aligned pricing structures.
Commercial Strategy & Financial Modelling:
- Develop AI-inclusive pricing models and build robust business cases.
- Master various deal structures: fixed price, consumption-based, hybrid risk-reward.
- Lead commercial discussions, identify cost levers, and partner with Finance to ensure sustainable margins.
Proposal Leadership & Bid Management:
- Master the RFI/RFP process; drive the full proposal lifecycle.
- Synthesize complex technical inputs into crisp, differentiating business narratives and executive summaries.
- Coordinate internal stakeholders (IT, Legal, Operations, Security) to finalize solution components.
Client Engagement & Consultative Selling:
- Utilize strong consultative skills to translate client needs into AI-enabled BPO solutions.
- Lead solution workshops, design sessions, and articulate how AI improves CX and operational efficiency.
- Support Sales during negotiations and deal shaping.
Cross-Functional Collaboration & Governance:
- Align diverse stakeholders (Data Science, Tech, Finance) to ensure viable and scalable solutions.
- Identify and mitigate technical, operational, and commercial risks (data security, model bias, compliance).
- Ensure operational readiness and adhere to governance standards.
Qualifications & Experience:
Education
Required:
- Bachelor's Degree in Business Administration, Marketing, Information Technology or a related field.
Desired:
- Masters in Business Administration.
Experience
Required:
- 1. BPO Solution Design Expertise
- 2. AI & Automation Solutioning Skills
- 3. Interaction-as-a-Service (IaaS) and Omnichannel Skills
- 4. Commercial & Financial Modelling
- 5. Proposal Management & Bid Leadership
- 6. Client-Facing & Consultative Selling Skills
- 7. Stakeholder & Cross-Functional Management
- 8. Industry & Technology Awareness
- 9. Documentation & Technical Writing
- 10. Analytical & Problem-Solving Skills
Desired:
- Lean Six Sigma / process excellence exposure
- Experience with cloud platforms (AWS, Azure, Google)
- Experience with AI model evaluation (quality, accuracy, bias)
- Contact center operations background
- Experience in transformational outsourcing
If you're ready to make a meaningful impact and grow with a forward-thinking organization, we'd love to hear from you!
We welcome and thank all applicants for considering a career with e& enterprise.
Regards,
e& enterprise TA
