Program Manager - Sourcing (Business Operations & Portfolio Performance ), Trust & Safety

About the team This team is responsible for managing global initiatives within the Trust & Safety (T&S) Operations pillar and across our BPO partner landscape. This is actioned through:

• Managing cross-functional projects, quarterly program reviews, and change management.
• Developing and implementing BPO sourcing strategies through market research, partner outreach and structured partner selection processes.
• Driving the global partner strategy for content moderation, with a focus on portfolio-level performance.

What will I be doing? As a Sourcing Program Manager in our Business Operations & Portfolio Performance team, your primary responsibility will be to lead strategic, global BPO/outsourcing programs that improve business efficiency and enable sustainable growth for our Trust & Safety Operations. You will be responsible for translating operational needs into scalable partner solutions, and you will coordinate across Trust & Safety Operations leadership, operations stakeholders, procurement, legal, finance, and partner management to influence and achieve outcomes.

Responsibilities

• Act as the primary interface with Trust & Safety Operations functions and cross-functional teams to address sourcing requirements.
• Lead cross-functional initiatives involving global BPO partners, driving governance, timeline management, and stakeholder coordination for successful BPO launches.
• Identify sourcing risks and compliance concerns, and implement mitigation plans to ensure business continuity.
• Work with the Procurement team to manage RFx processes for BPO optimization and evaluate partner capabilities and performance.
• Conduct deep dives into BPO industry market intelligence to identify solutions for business needs and translate insights into actionable sourcing recommendations.
• Build and maintain strong relationships with existing BPO partners to continuously evaluate their capabilities and suitability for Trust & Safety Operations.
• Standardize sourcing and vendor management processes to improve governance, scalability, and cross-functional collaboration.

Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• At least 5 years of experience in Procurement and/or outsourcing program management, preferably working with BPO in Contact Centre outsourcing services at a regional or global capacity.
• Strong analytical skills and strategic thinking, and an ability to thrive in a dynamic environment; proficient in Excel and data analysis (including formulas and Pivot Tables).
• Experience in program management and ability to manage large, complex programs and drive change.
• Ability to work independently and exercise maturity in handling classified information.

Preferred Qualifications

• Excellent skills in verbal and written communication across both technical and non-technical audiences.
• Strong stakeholder management skills and able to influence without authority.
• Strong problem-solving, prioritization, and project management skills.