Retained Executive Advisor

Enterprise Outsourcing & Client Strategy

30 years on the client side of outsourcing relationships. I made the sourcing, governance, renewal, and escalation decisions vendors must navigate. Today, I help BPO providers strengthen enterprise relationships, reduce renewal risk, and improve executive credibility.

Most BPO relationship failures are not caused by operational performance alone. They happen when providers misread how enterprise clients perceive risk, accountability, and trust.

Background

AppleCare Vendor Strategy Leader

25,000 outsourced agents · 10 suppliers · 40 contact centers

Supplier selection, performance governance, renewal decisions, and executive oversight across one of the world’s largest outsourced customer support ecosystems.

Microsoft Global Support Leadership

18 years · Surface Support · Xbox

Built Surface Support’s global delivery model and led supplier strategy, site selection, and governance across multiple support organizations.

OPENLANE · Meta · Roku

Senior outsourcing and CX operations leadership

Built outsourcing capability from RFP through implementation at OPENLANE. CX operations and outsourcing strategy at Meta and Roku.

Typical Engagements

Typical situations where clients seek outside perspective:

Preparing an executive team for a major enterprise renewal
Coaching account leaders through a client escalation before it reaches the C-suite
Reviewing QBR strategy and messaging before a high-stakes presentation
Pressure-testing an RFP response from the perspective of the enterprise buyer scoring it
Assessing why a client relationship deteriorated — and what it would take to recover it

Let’s start with a conversation.

If you’re navigating a renewal, escalation, governance challenge, or strategic client relationship, let’s discuss the situation and determine whether I can help.

Currently accepting two retained clients.

eric@ericwhiteconsulting.com