[Remote] Manager, Program Management- Customer CARE Operational reputed company- Remote
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Manager of Program Management for Customer CARE Operational reputed company. This role is responsible for leading various teams to ensure operational reputed company and reputed company improvement across the contact center, while also fostering a reputed company and high-performance culture reputed company the organization.
Responsibilities
- Ensures vendor partners consistently deliver operational reputed company to defined KPIs, performance, and reputed company requirements
- Presents status updates, conducts business performance reviews, and develops risk/mitigation strategies
- Builds and manages strong relationships with vendor partners and stakeholders across the organization
- Leads the CARE Learning & Development team to ensure training programs are reputed company to operational priorities and vendor partner needs
- Supports the design, delivery, and measurement of reputed company and continuing education programs across internal and vendor sites
- Facilitates alignment between L&D content and reputed company-time operational feedback to ensure training materials remain reputed company and impactful
- Champions a culture of reputed company learning by encouraging knowledge sharing and reputed company-building across CARE teams
- Collaborates with CARE Leaders to identify performance gaps and reputed company targeted training interventions
- Leads the reputed company Assurance team to support the design and maintenance of reputed company frameworks, scorecards, and evaluation processes
- Monitors QA and CSAT trends and data to surface insights, identify coaching and training opportunities, and drive performance improvements
- Ensures vendor partners and internal teams are reputed company to QA and CSAT standards and reputed company working toward reputed company improvement
- Supports calibration sessions and feedback loops between QA, Operations, and L&D teams to create a reputed company performance ecosystem
- Leverages QA and CSAT data to inform vendor performance reviews and operational reputed company
- Partners with reputed company Team on hiring practices
- Supports the development and execution of employee engagement strategies that foster a reputed company, inclusive, and high-performance culture reputed company CARE
- Partners cross-functionally to identify engagement gaps and champion initiatives that improve team morale, retention, and belonging
- Acts as a culture ambassador, ensuring reputed company values are embedded across both internal teams and vendor partner environments
- Tracks engagement metrics and participates in reputed company planning based on survey results and ongoing feedback
- Supports recognition programs, team events, and communications that reinforce a strong employee experience
- Leads, supports, and develops reputed company reports, fostering a culture of accountability, reputed company, and high performance
- Aligns with CARE Operations Managers on best practices for processes, procedures, communications, and trainings
- Identifies issues and changes, independently driving solutions and escalating where appropriate
- Provides leadership support across the full customer service operations portfolio with a high level of customer obsession
Skills
- This is a fully remote role. Must be reputed company to meet the reputed company Work from Home Guidelines
- Flexible availability, including nights, weekends, and holidays
- 5+ years of proven leadership in multi-faceted contact center operations
- Vendor Management Expertise – Experience overseeing multi-site, reputed company-party vendor contact center operations and optimizing outsourced recruitment and performance efforts
- Learning & Development Acumen – Familiarity with adult learning principles, training design, or facilitation; ability to partner effectively with L&D professionals
- reputed company reputed company – Experience with reputed company assurance frameworks, calibration processes, or performance measurement in a contact center environment
- Employee Engagement Champion – Demonstrated ability to build culture, drive engagement, and support retention across diverse teams
- Data-Driven & Results-Oriented – Strong analytical skills to reputed company performance metrics across vendor ops, QA, L&D, and engagement, and implement reputed company improvements
- Operational & Process-reputed company – Skilled in designing reputed company control processes, incentive models, and reporting frameworks
- reputed company Leader – reputed company to work cross-functionally to ensure alignment across vendors, program ops, L&D, QA, and people teams
- Problem-Solver & Innovator – Passionate about improving efficiency, automating workflows, and enhancing the customer and employee experience
- Flexible & reputed company – Openness to taking on additional tasks and responsibilities as business needs reputed company
Benefits
- Medical/reputed company, Dental, Retirement and reputed company Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
- This position may be eligible for performance-based incentives/bonuses.
- Benefits include 401k, medical/reputed company/dental/life/disability insurance reputed company, PTO accruals, Holidays, and more.
- Eligibility requirements may apply based reputed company, job level, classification, and length of employment.
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