Head of Outsourcing - BPO
DarkroomHead of Outsourcing - BPO - Remote (Portugal/South Africa) | $Open | English 🌍
About Darkroom
Darkroom is a rapidly growing, award-winning omni-channel growth marketing agency specializing in retail, e-commerce, and consumer businesses. Recognized by Inc. 5000 (2023) and Varos (2023), we're building the future of advertising and seeking exceptional talent to join our team. Our founders are Forbes 30 Under 30 recipients (2024).
We help leading brands grow. Since 2017, we've built a robust global talent infrastructure, and now we're expanding our Business Process Outsourcing (BPO) services, focusing on Portugal and South Africa. Our mission is to provide efficient, high-quality marketing outsourcing resources with transparent pricing.
About The Role 🎉
As Director of Outsourcing (BPO), you'll launch, grow, and ensure the profitability of Darkroom's BPO department. You'll develop strategies to integrate dedicated resources into our agency, building scalable outsourcing operations within existing departments or creating a new one. This role demands entrepreneurial vision, operational excellence, and strong leadership. You'll collaborate with internal teams, global talent hubs, and clients to deliver exceptional value.
Key Responsibilities 🎯
- Client Engagement & Delivery:
- Serve as the primary client contact, ensuring clear communication.
- Design and implement a 30-60-day hiring process to source and onboard top talent.
- Define role specifications and desired outcomes with clients.
- Oversee service agreements, pricing, and deliverables.
- Manage the workflow of dedicated resources.
- Operational Leadership:
- Collaborate with the CEO to build and manage a comprehensive BPO strategy.
- Identify optimal resourcing models within Darkroom's infrastructure.
- Determine key roles for outsourcing.
- Partner with the Director of People on resourcing strategies.
- Integrate dedicated resourcing into the agency sales process.
- Optimize fractional vs. dedicated resource workflows.
- Streamline talent sourcing, hiring, and onboarding.
- Ensure hires have necessary technology, benefits, and support.
- Monitor BPO profitability and revenue targets.
- Track performance metrics for client satisfaction and efficiency.
- Collaborate with marketing on client acquisition campaigns.
- Team & Talent Development:
- Work with the VP of Operations on employee training programs.
- Collaborate with global sourcing leads to attract top candidates.
- Maintain relationships with local talent networks.
- Integrate outsourced hires into the Darkroom ecosystem.
- Provide on-site support in Portugal and South Africa.
Qualifications 💼
- Highly entrepreneurial and adaptable to a fast-paced environment.
- On-site presence in Portugal or South Africa required once operations are established.
KPIs 📈
- Grow a 90k MRR service within 12 months (in collaboration with the sales team).
Experience ⏱️
- 7+ years in agency outsourcing, BPO, or operations management.
- Proven track record of launching and scaling a BPO service or similar function.
- Experience managing global teams and sourcing talent across multiple locations.
- Strong understanding of cost structures, pricing models, and client engagement.
Skills & Competencies 💪
- Entrepreneurial mindset focused on building scalable systems.
- Excellent communication and negotiation skills.
- Strong leadership and team-building abilities.
- Proficiency in Notion and Figma.
Cultural Fit 🤗
- Passion for empowering entrepreneurs and delivering exceptional outsourcing.
- Commitment to transparency, excellence, and innovation.
- Ability to thrive in a fast-paced, collaborative environment.
Benefits ✨
- Unlimited Vacation Policy & Holidays
- Remote-first culture with global hubs (LA, Bay Area, New York, Philly, Sao Paulo, Lisbon, Eastern Europe).
- Extensive growth opportunities.
Our Hiring Process:
A four-stage process, including a take-home case study.
Equal Opportunity Employer 🤝
Darkroom is an equal opportunity employer.
Job Category: Project Management