Manager, Program Management – Customer CARE Operational Excellence
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Job Description
Manager of Program Management overseeing operational excellence initiatives within the contact center for Customer CARE. Leading various teams focused on quality, learning, and employee engagement.
Responsibilities:
- Ensure vendor partners consistently deliver operational excellence to defined KPIs
- Build and manage strong relationships with vendor partners and stakeholders
- Lead the CARE Learning & Development team to ensure training programs are aligned
- Monitor QA and CSAT trends to identify coaching and training opportunities
- Support the development and execution of employee engagement strategies
- Provide leadership support across the full customer service operations portfolio
Requirements:
- 5+ years of proven leadership in multi-faceted contact center operations
- Vendor Management Expertise – Experience overseeing multi-site, third-party vendor contact center operations
- Learning & Development Acumen – Familiarity with adult learning principles, training design, or facilitation
- Quality Mindset – Experience with quality assurance frameworks, calibration processes, or performance measurement
- Employee Engagement Champion – Demonstrated ability to build culture, drive engagement, and support retention
- Data-Driven & Results-Oriented – Strong analytical skills to track performance metrics
Benefits:
- Medical/Vision, Dental, Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
- Performance-based incentives/bonuses
- PTO accruals
- Holidays
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