Senior Manager, BPO Operations

**Job Title:** Senior Manager, BPO Operations **Location:** Remote **Employment Type:** Full\-Time **About Us:** Amira Learning accelerates literacy outcomes by delivering the latest reading and neuroscience with AI. As the leader in third\-generation edtech, Amira listens to students read out loud, assesses mastery, helps teachers supplement instruction and delivers 1:1 tutoring. Validated by independent university and SEA efficacy research, Amira is the only AI literacy platform proven to achieve gains surpassing 1:1 human tutoring, consistently delivering effect sizes over 0\.4\. Rooted in over thirty years of research, Amira is the first, foremost, and only proven Intelligent Assistant for teachers and AI Reading Tutor for students. The platform serves as a school district’s Intelligent Growth Engine, driving instructional coherence by unifying assessment, instruction, and tutoring around the chosen curriculum. Unlike any other edtech tool, Amira continuously identifies each student’s skill gaps and collaborates with teachers to build lesson plans aligned with district curricula, pulling directly from the district’s high\-quality instructional materials. Teachers can finally differentiate instruction with evidence and ease, and students get the 1:1 practice they specifically need, whether they are excelling or working below grade level. Trusted by more than 2,000 districts and working in partnership with twelve state education agencies, Amira is helping 3\.5 million students worldwide become motivated and masterful readers. **Job Summary:** Amira Learning is hiring its first Senior Manager, BPO Operations to own the day\-to\-day performance of our offshore support function. You will manage a 10\-person BPO team, hold our vendor partner accountable to SLAs, run a rigorous QA cadence, and ensure every educator and IT administrator who contacts Amira gets a fast, accurate, and empathetic response. You will also serve as Amira’s operational champion for AI\-assisted support workflows,identifying where automation and intelligent tooling can improve resolution quality and team efficiency, and working with internal partners to develop those capabilities. **Essential Functions:** You will own vendor performance, team quality, SLA attainment, and the growing portfolio of workflows that are making our support operation faster and smarter. If you thrive on operational clarity, hold high standards for team execution, and get energized by bringing AI tools into real\-world support workflows, this role was built for you. **Day\-to\-Day Offshore Team Management** * Serve as the primary operational point of contact for the BPO vendor, managing the day\-to\-day performance of a 10\-person dedicated support team * Run weekly team syncs, performance check\-ins, and escalation reviews with the vendor’s Account Manager and QA Lead * Monitor agent\-level performance against QA scorecards; identify coaching opportunities and coordinate remedi