We take your business requirements seriously because we understand that making you successful in the outsourcing partner selection process is what matters most. Our proven track record has saved over $150 million in operational costs while improving customer satisfaction.
SSA professionals have extensive outsourcing industry experience in a variety of roles that include:
- Outsourcing program leadership at large-scale multi-national corporations
- Procurement process and provider selection leadership
- Leadership of outsourcing industry councils
- Key roles in not-for-profit outsourcing initiatives
Your New Procurement Team
Jon has over 25 years of experience managing global BPO strategy. During this time, he led the Microsoft Customer Support Services outsourced provider program and the Microsoft Helpdesk contact center service.
He co-founded the Contact Center Buyers Forum, a network established for companies who outsource large-scale businesses with members representing over 450,000 contact center seats worldwide.
Jon co-created the Global Impact Sourcing Coalition in partnership with the Rockefeller Foundation and BSR to encourage adoption of impact sourcing to hire youth in under-served communities. Jon is a grant recipient from the Rockefeller Foundation and active in several impact sourcing initiatives, working closely with NGOs and businesses to promote job creation in the US and around the world.
Kim has over 30 years of experience in the business and high tech world. During her 25-year career at Microsoft her roles included Chief of Staff for the Windows division and also for the Server and Tools division. As Sr. Director for global contact center procurement, her team managed a $600 million book of business with over 100 contact center sites.
Kim was responsible for outsourcing the most technical business areas including enterprise technical support and driving $25 million in savings in one procurement project alone while improving customer satisfaction.
In 2015, she partnered with Jon Browning and the Rockefeller Foundation to drive awareness of impact sourcing models in Africa to increase youth employment in under-served communities.
David is based in the UK and joined SSA after a 17-year career at Microsoft. During this time, he held many senior positions, most recently as Sr. Director for Contact Center Procurement responsible for over 18,000 agents and supporting 47 languages.
He has a deep knowledge of global contact center operations and led several cost efficiency and site location initiatives that created significant cost savings and reduced outsourcing risk.
David, Kim and their colleagues at Microsoft received the 2015 GEO Award, the best practice recognition given by the International Association of Outsourcing Professionals (IAOP) for outsourcing excellence for project leadership of the Microsoft supplier consolidation strategy.
As director for Microsoft IT, Joel was responsible for the contact center technology and global helpdesk operations.
He has over 30 years of experience in the BPO industry and has led several of the largest outsourcing implementations working with the best call center companies. Joel is a recognized expert in call center cost and pricing models and call center locations.
Joel is focused on helping clients navigate the operational challenges of outsourcing and has worked with many Fortune 500 companies.
The SSA Board of Advisors
Leaders in the BPO Industry
Walé Sobande, Ph.D
Founder, Mission Nicaragua
Kirti Chaturvedi Maini
AVP, Credit Suisse
Sr. Manager, IT Services, Symetra
Bringing Social Responsibility to Outsourcing
SSA partners with the Rockefeller Foundation to launch Impact Sourcing on a global scale
Impact Sourcing is a business practice where companies prioritize suppliers that intentionally hire and provide career development opportunities to people who otherwise have limited prospects for a good job. Impact Sourcing can happen anywhere there’s an under-served workforce including in the United States.
In 2016, Jon Browning, CEO of SSA co-created the Global Impact Sourcing Coalition (GISC) in partnership with the Rockefeller Foundation and BSR to encourage the adoption of Impact Sourcing in the United States and around the world.
Today, GISC members represent 1.2 million BPO workers globally.
Jon is the Chairman of the IAOP CSR committee and created the Global Impact Sourcing Award that is presented every year at the Outsourcing World Summit.