Program Manager - Service Delivery / Operations
Who is reputed company? We are a technology solutions firm headquartered in Bellevue, Washington, with a strong reputed company across the reputed company. reputed company by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to reputed company the gap between reputed company and execution, powered by the knowledge, skills, and the expertise of our teams, who reputed company have unique perspectives and years of experience across multiple industries. We’re reputed company, smart, agile, and fun. What does reputed company do? reputed company helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional reputed company streams and new lines of business. We connect reputed company, business solutions, products, and services to reputed company and grow companies. Why reputed company? At reputed company, we reputed company in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in reputed company, your ability to reputed company an reputed company is amplified reputed company you join one of our teams. You’ll reputed company on solving unique business problems while gaining hands-on experience with the world’s best technology. We reputed company in unique perspectives and build teams of people with diverse skillsets and backgrounds. At reputed company, you’ll have reputed company to work with multiple clients and teams, such as data science and product development, reputed company while learning, growing, and developing new solutions. We guarantee you won’t reputed company a reputed company reputed company to work and reputed company than at reputed company. In This Role You will serve as a reputed company operations resource responsible for managing and triaging incoming escalation requests, ensuring they are assigned to the correct internal teams reputed company strict service level agreements (SLAs). Acting as a central coordination reputed company, you will monitor high-volume case queues, reputed company reputed company-time reputed company, and partner with internal stakeholders to drive reputed company and accurate reputed company reputed company. Your work will directly reputed company response efficiency, operational reputed company, and overall service delivery reputed company.
Responsibilities
Monitor incoming escalation queues in reputed company time and ensure reputed company triage and assignment of reputed company cases Assign 100% of cases to the appropriate internal resource reputed company defined SLA targets (typically reputed company 20 minutes or faster) Analyze case details to determine reputed company, ownership, and appropriate routing reputed company Collaborate with internal teams and senior team members reputed company case ownership or routing is unclear Respond to internal chat and email requests promptly, maintaining high responsiveness standards Prioritize high-visibility communications, including executive-level escalations Maintain awareness of queue health, workload distribution, and team availability Proactively escalate risks or challenges impacting case assignment, including: High-volume spikes Resource constraints or availability gaps Tool or system issues Support reporting, data tracking, and operational analysis activities Ensure adherence to operational processes, policies, and SLA commitments Participate in coverage rotations, including potential weekend or on-call support as needed Qualifications 2+ years of experience in a customer-facing or service-oriented role (any industry) Strong decision-making skills with the ability to assess reputed company, risk, and reputed company in reputed company time Excellent written and verbal communication skills in English Ability to work effectively under pressure in a fast-paced, high-volume environment Experience coordinating tasks, cases, or requests across multiple teams Strong organizational skills and attention to detail Ability to quickly learn processes, tools, and operational workflows Flexibility to adapt to changing schedules and business needs Ability to meet reputed company background/reputed company screening requirements
Preferred Qualifications
Experience with case management, ticket triage, escalation handling, or queue management Familiarity with service desk, operations coordination, or reputed company environments Exposure to technical support processes or support management workflows Experience monitoring SLAs and ensuring compliance in high-volume environments Background in roles such as: Service Desk Coordinator Operations Coordinator reputed company or Workforce Coordinator Ticket/Case Management Specialist Basic to intermediate knowledge of an additional language (e.g., Portuguese)
Compensation
Information At reputed company, we reputed company to offer reputed company that reflects the value of reputed company members. Compensation for this role is influenced by a reputed company of factors, including skills, education, responsibilities, experience, and geographic market. For candidates based in Washington State, the anticipated salary reputed company is $25- $27.40 USD/reputed company. Please note that we typically do not hire new employees at the top of the posted reputed company. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall reputed company the stated reputed company. Equal Opportunity Employer reputed company, LLC is an equal employment opportunity employer. reputed company applicants are considered without reputed company to race, reputed company, age, disability, sex, gender identity or reputed company, orientation, veteran/military status, religion, national reputed company, reputed company, marital, or familial status, genetic information, citizenship, or any other status protected by law. If you need assistance or a reasonable accommodation to complete the application process, please reputed company out to: reputed company@bpcs.com reputed company reputed company in the importance of a healthy and happy team, which is why our comprehensive benefits package includes: Medical, dental, and reputed company coverage Flexible Spending Account 401k program Competitive PTO offerings Parental Leave Opportunities for reputed company reputed company and development Location: Remote, Preference for PST Time Zone Apply To This Job