Program Management Manager

Job Summary

Leading a diverse portfolio of operational excellence initiatives, the full-time remote Program Management Manager will oversee Vendor Operations, Learning & Development, Quality Assurance, and Employee Engagement teams to enhance service experiences and drive continuous improvement in the contact center environment.

Key responsibilities

• Manage vendor operations to ensure performance meets defined KPIs and build strong relationships with stakeholders
• Lead the Learning & Development team to align training programs with operational priorities and facilitate continuous learning
• Oversee Quality Assurance processes, monitor trends, and implement strategies for performance improvement based on customer feedback

Required qualifications

• 5+ years of leadership experience in multi-faceted contact center operations
• Proven expertise in vendor management and optimizing outsourced contact center performance
• Familiarity with adult learning principles and training design
• Experience with quality assurance frameworks and performance measurement in a contact center
• Demonstrated ability to drive employee engagement and build a positive workplace culture