Victor Manzanera
CX & BPO governance without the drama - right model, real governance, lean costs, renewals that stick
Where I create success
Get control of your BPO & CX strategy so you can focus on the relationships that define your company
Outsourcing & BPO Strategy
Model, select, price, and contract. Set SLAs/OLAs and governance. Predictable delivery, lower cost-to-serve, higher satisfaction.
Strategic Client Partnership
I build trust-led relationships with high-value clients — navigating complexity, aligning delivery, and expanding scope when things get messy or political.
Customer Experience Strategy
Human + AI CX at scale: service design, QA/WFM, and automation across regions/vendors—predictable outcomes, lower cost, longer partnerships.
Advisory & Consulting
Rapid, practical decisions on CX/BPO—structure, locations, vendors, contracts, and turnarounds.
My Professional Journey
15+ years in global outsourcing, CX, and strategic partnerships, I've led long-term engagements with top-tier companies like Google, Apple, Bose, and others
Concentrix
2024 - 2025
Vice President, Global Accounts - Tech Portfolio Alphabet Account
- Led CX/BPO strategy for Alphabet across Google, YouTube, Maps, Ads, Trust & Safety, Enterprise, and User & Products.
- Governed a $250M ARR multi-service partnership CX, ML Data Ops, Content, Engineering); single plan tying SLAs to commercials.
- Led Global location strategy for Google and CX model redesign in EMEA, Africa, South America and South East Asia
- Led strategy to open/expand Africa footprint to meet resiliency and cost goals
- Cut client OPEX 20% with location redesign (new sites in South America/Philippines) while holding service levels.
- Lifted gross margin 5% through pricing model and delivery efficiencies
- Centralized WFM (forecasting/scheduling) across vendors; improved capacity visibility and accountability
- Secured $525M in multi-year extensions via bundled, multi-service renewals
- Strong Client Partnership which led to trust in expanded whitespace in Machine Learning, Data Operations and Enterprise Testing
Webhelp
2018 - 2023
Vice President - Google Account
- Led partnership Google and Webhelp
- Managed Google BPO strategy for Cloud, Maps, and End Consumer Products
- Led SaaS Enterprise B2B sales in North America, India and ASEAN markets for Google Cloud
- Entered new service lines (Cloud engineering, Enterprise sales) across NA, EMEA, APAC, Japan; reduced delivery cost 25% while maintaining performance.
- Scaled portfolio from $34M to $90M annually; 27% CAGR over 4 years, converting Google to Top 3 Status Client at Webhelp
- Led strategy for Google Cloud to access Tel Aviv as a new location
- Created a full revision and strategy for Japanese support, launching a 24/7 engineering support ecosystem across Tokyo, Kuala Lumpur and Lima
- Expanded Cloud B2B SaaS Sales at North America and South East Asia
- Led implementation and strategy set up of new delivery sites - Bucharest, Tel Aviv, Tokyo, Phoenix, El Salvador and Lima. Which led to cut of delivery costs by 25% while maintaining consistent performance
Sellbytel Group
2010 - 2018
Customer Experience Director - Apple, BOSE and Google Accounts
- Managed CX Frontline Support Delivery for AppleCare, Google and Bose End Consumer Products for Technical Support, Product Development and Engineering
- $60M renewal, 3 years after I installed a customer/product-aligned review system and tied KPIs to pricing and scope
- -5% YoY cost-to-serve with SLAs steady by reworking location mix, automation, and contract terms
- Linked CX performance to commercial outcomes; enabled $100M+ annual new revenue for Google Cloud
- 90%+ CSAT, NPS >60, and cost-to-serve -5%; stabilized at-risk sites
- Drove BI-led improvements and voice-of-customer insights to product/engineering; supported high-growth ramp-ups
References
Victor's strategic approach to BPO partnerships transformed our customer experience operations. His ability to navigate complex vendor relationships while maintaining service quality was instrumental to our growth.
Working with Victor on our enterprise account expansion was a game-changer. His deep understanding of both technical delivery and client relationship management helped us unlock significant new revenue streams.
Victor's consulting expertise helped us redesign our entire CX strategy. His practical, execution-focused approach delivered measurable improvements in both customer satisfaction and operational efficiency.
About Me
I was born in Spain to Colombian parents, the youngest of four, and raised in the UK—so I learned early to translate between worlds.
My career has moved from Barcelona and Nuremberg to San Francisco and Las Vegas, and now Oslo. Scandinavia's "quality over quantity" and love of nature fit how I work: calm, clear, and built to last.
I open and steady CX/BPO operations anywhere—Africa, LATAM, Europe, Asia—by matching HQ expectations with local realities and bringing teams with different styles onto one plan.
I don't sell packages; I build solutions with the people who have to live with them. I specialize in untangling complex ecosystems: cross-functional teams, BPO vendors, layered clients, unclear scopes, or high-stakes transitions. Whether I'm navigating inside a massive client org or stabilizing outsourced delivery, I get called in when things are sensitive, messy, or about to break — and I'm trusted to make them work.
No buzzwords. No noise. Just someone who understands the politics, the pressure, and the people — and knows how to move through it to get results.
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Let's Work Together
Ready to transform your business or accelerate your leadership journey? I'd love to hear about your challenges and explore how we can achieve your goals together.