Program Manager Non Tech

Job Summary

To support operational efficiency, the full-time remote Program Manager Non Tech 3 will manage and route internal support escalations, triaging incoming cases and assigning tickets to appropriate teams to ensure timely resolution and adherence to service level agreements.

Key responsibilities

• Coordinate and manage project activities to ensure timely delivery and quality standards are met
• Serve as a frontline resource to triage incoming cases and direct them to the appropriate teams or managers
• Monitor queues, analyze case data, and assign cases efficiently within established SLAs

Required qualifications

• At least 2 years of experience in a customer-facing service role or project management
• Fluency in English; proficiency in additional languages such as Portuguese is a plus
• Ability to meet security screening requirements as needed
• Flexibility to work shifts, including weekends, and participate in on-call rotations
• Strong organizational skills with the ability to adapt to changing priorities and learn new technologies and policies