Senior Customer Support Program Manager

Job Summary

Leading high-impact programs, the full-time Senior Customer Support Program Manager will focus on optimizing a growing BPO partnership and evolving service delivery models, working remotely or from designated locations in the U.S. and Canada.

Key responsibilities

• Manage the expansion and optimization of the BPO partnership, including identifying opportunities for service delivery transitions
• Develop criteria for service delivery models and lead transitions from incubation to Core Support or other delivery models
• Collaborate with cross-functional teams to create transition plans that ensure operational readiness and measure success post-transition

Required qualifications

• 6+ years of experience in strategic program management, customer experience operations, or related fields
• Proven experience in leading transitions of operational work into a BPO or similar partner environment
• Strong analytical skills with the ability to work with operational and financial data to build business cases
• Experience in influencing stakeholders and aligning teams around shared outcomes without formal authority
• Ability to communicate complex decisions clearly, explaining implications and tradeoffs effectively