• BPO Engagement Oversight and Management: Actively participate in BPO Monthly Status and Quarterly Business Review meetings. • Analyze engagement performance to ensure adherence to contractual service level agreement metrics and other process performance expectations • Help OneDigital field offices, national practices and corporate functions manage their ongoing BPO relationships, engagement performance and business results • Serve as primary point of contact for field offices, national practices and corporate functions as it relates to fielding requests for assistance within existing BPO engagements: Oversee and conduct information gathering • Perform troubleshooting of root cause issues in cooperation with internal stakeholders and BPO delivery leads • Facilitate BPO solution design, planning and implementation • Track and report on solution success • Identify process improvement, streamlining and/or automation opportunities, whether enabled by OneDigital tools or platforms or by partner tools or platforms. Build and use basic CBA justification for internal stakeholder approval. Oversee implementation to confirm expected results are achieved. • Project Management & Special Initiatives Act as project manager for special initiatives assigned by the BPO Program Manager, ensuring deliverables are completed on time and aligned with strategic goals. • Conduct independent research, analyze data, and present findings that inform leadership decisions. • Assist with BPO contractor onboarding and compliance to mandatory, annual refresher training. • Program Performance Reporting Design and manage processes to capture, track and report on BPO engagements, program savings & benefits • Support Marketing and Program Growth Document field office, national practice and corporate function engagement case studies • Develop and post BPO-related content to the OneDigital internal portal pages • Coordinate amongst field offices, national practices and corporate functions to exchange BPO learnings • Work with the BPO Program Manager, field, national practice and corporate function leaders to identify opportunities for expansion of BPO adoption