Senior Program Manager

Found in: Talent US C2 - 1 week ago


Remote, United States Glowtouch technologies Full time
: •Lead global programs focused on improving customer service and operational efficiency, exceeding KPIs through effective cross-regional and functional team collaboration. •Drive customer satisfaction and retention by developing strategic roadmaps and actively engaging with clients. •Manage projects aimed at enhancing the customer experience on a large scale. •Foster a culture of continuous improvement, advocating for service delivery best practices and efficient processes. •Act as a trusted advisor to clients, ensuring high-quality issue resolution and customer satisfaction. •Oversee projects aimed at expanding service capabilities and improving process efficiency, including the development of training materials for enhanced team performance. •Ensure strong communication and collaboration with senior leadership and teams globally, particularly during the flexible onboarding phase in India and through regular visits thereafter.

Requirements:

•A passion for making a positive impact on customers, employees, and shareholders. •Proven experience in managing customer service or contact center programs, with expertise in process optimization, program management, and quality assurance. •4+ years in a Program Management, Operational Management, or Client Management role, preferably in a contact center environment across multiple geographies. •Strong skills in relationship building, conflict resolution, and project prioritization. •Commitment to effective communication across various channels and ensuring alignment through multiple touchpoints. •Openness to a flexible onboarding phase in India, tailored to fit the needs of the successful candidate, with frequent travel required thereafter.
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