Business Process Optimization (BPO) Lead

Requisition ID:6739

Job Title:Business Process Optimization (BPO) Lead

Job Country:United States (US)

Here at Avanos Medical, we passionately believe in three things:

• Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;
• Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;
• Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future.

Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter.We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS. For more information, visit www.avanos.com.

Essential Duties and Responsibilities:

The Avanos Global Customer Service Team is committed to delivering world-class service in every interaction. Through collaboration, we turn good ideas into great outcomes.

As the Business Process Optimization (BPO) Lead, you will provide end-to-end leadership of Avanos's outsourced operations in the Philippines, ensuring the health, scalability, and long-term success of the BPO Program. While a significant portion of this role includes leading our outsourced Service Center (B2B) program, your broader responsibility includes guiding cross-functional outsourced initiatives and driving continuous improvement with the BPO partner.

You are a Tactical Leader, Problem Solver, and Customer Advocate - focused on operational excellence, business continuity, and relationship management between Avanos and its outsourcing partner.

As a Tactical Leader, this leader transforms strategy into precise, measurable actions. They Excel at orchestrating daily operations with clarity, focus, and accountability; anticipate barriers and adjusts execution plans to maintain momentum toward key objectives; and drive discipline through structure and consistency, ensuring that every process, resource, and decision contributes to the seamless execution of Avanos's strategic vision.

As a Problem Solver, this leader empowers cross-functional teams to diagnose symptoms and identify root causes, applies structured thinking to resolve complex issues with scalable solutions, and balances urgency with long-term stability while driving performance excellence in an outsourced setting.

As a Customer Advocate, this leader champions both internal and external customer perspectives when shaping BPO support services. They will promote a culture of accountability, service, and empathy across functions, ensuring processes are built around delivering meaningful outcomes and minimizing friction.

Key Responsibilities:

BPO Program Supervision & Leadership

• Provide guidance to support evolving business needs and cross-functional service expansion.
• Support initiatives that define, optimize, and scale outsourced operations across multiple departments beyond Customer Service (e.g., Commercial Ops, Order Management, Inside Sales).

Performance Management & Business Reviews

• Maintain real-time KPI dashboards and governance routines across all BPO-supported functions.
• Conduct recurring business reviews, performance assessments, and continuous improvement check-ins with BPO leadership.
• Ensure effective Leader Standard Work is developed, maintained, and followed at all levels of the BPO engagement.

Stakeholder Collaboration & Escalation Management

• Act as the primary liaison and escalation point between Avanos and the BPO partner in the Philippines.
• Collaborate with internal leaders from Commercial, Customer Experience, Order-to-Cash, Planning, and Marketing to understand priorities and operational growth opportunities.
• Communicate program health and opportunities to Avanos leadership regularly, providing data-backed recommendations.

Process Optimization & Organizational Design

• Identify workflow gaps, structural inefficiencies, or resourcing challenges and lead cross-functional solutions to improve results.
• Support technology and process automation opportunities to increase scalability and reduce manual effort.

Your qualifications

Required:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 3+ years of experience supervising or optimizing BPO or shared service operations.
• Strong leadership experience with outsourced teams, preferably in the Philippines.
• Excellent problem-solving and communication skills with a strong track record of process transformation.
• Experience working in cross-functional environments with matrixed reporting and distributed teams.

Preferred:

• Lean Six Sigma certification or experience applying continuous improvement principles.
• Experience in Medical Device, Health Care, or regulated industries.
• Proficiency in Salesforce.com, S/4 HANA, and project tracking tools (e.g., Smartsheet, Asana, or MS Project).

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Salary Range:

The anticipated average base pay range for this position is $96,000.00 - $112,000.00. In addition, this role is eligible for an attractive benefits package.

Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law. If you are a current employee of Avanos, pleaseapply here

Join us at Avanos
Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives, people, and communities around the world.

Make your career count
Our commitment to improving the health and wellbeing of others begins with our employees - through a comprehensive and competitive range of benefits. We provide more than just a salary - our Total Rewards package encompasses everything you receive as an employee; your pay, health care benefits, retirement plans and work/life benefits.

Avanos offers a generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting.

Avanos also offers the following:

benefits on day 1

free onsite gym

onsite cafeteria

HQ region voted 'best place to live' by USA Today

uncapped sales commissions