Program Manager - Core Support

Program Manager – Core Support

A level of education, training and experience equivalent to a Masters degree in Business Administration, or related discipline
Minimum of five (5) years recent related experience in a quality or business environment
Highly organized and capable of managing multiple priorities
Experience leading in a fast-paced environment subject to rapid change and ambiguity
Proven track record with process re-design and workflow analysis resulting in measurable process improvements
Solid demonstrable background in continuous improvement and project management

Develop strategic plans to drive an exceptional caring customer experience; Identify opportunities to increase efficiencies, improve quality of support and implement key best practices across Care issues
Lead team of 2-4 team members responsible for implementing new processes and systems within support operations, as well as ensure that existing ones are running smoothly
Create long- and short-term plans, including setting targets for milestones, managing to roadmaps, and adhering to deadlines
Develop and drive expertise within Care issues, as necessary, to drive meaningful policy and process improvements that enhance customer and T1/T2 agent experiences
Proactively seeks alignment and integration of improvement activities with strategic direction and activities of SCC organization
Identify and resolve problems; complete proactive and reactive audits; identify trends, determine system improvements, and implement change
Develop and maintain cross-functional partnerships with internal stakeholders (Support Services, Specialized Support, and Tech) to delivery the best outcome for our customers, as well as, assist in improving program and agent performance through continuous evaluation and refinement across our Knowledge Base, Training and Quality teams
Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance