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Customer Support Program Manager

Job Type : Direct
Reference Code : TAM
Hours : Full Time
Travel : No
Relocation : No
Industry : Customer Service and Call Center

Job Description :

Summary: Under the guidance and supervision of the VP of Customer Support (Care & Service), the Program Manager is responsible for supporting strategic initiatives within the Customer Support organization. Specifically, the Program Manager will drive system, process, and people improvement projects across the function.

Essential Duties and Responsibilities include the followingOther duties may be assigned. 

  • Management responsibilities include accountability for all aspects of program execution including planning, schedule management, project costing, and risk identification

  • Utilize established criteria and tools to effectively and efficiently facilitate and report against program execution with measurable results

  • Partner cross-functionally with finance, risk management, HR and operations to ensure business requirements are tracked and met

  • Integrate and manage the program timeline by identifying all project internal & external interdependencies

  • Interact with all levels of the organization: senior leaders, product owners, business analysts, IT, outside consultants, vendors and other key stakeholders inside and outside of our company 

  • Perform risk and issue management at the program level: Collaborate with all project leadership to identify risks and issues that are not visible at the task level but impact the overall project or broader program and develop mitigation/response plans and prioritize based on impact

  • Lead and influence others for timely completion of project activities




Required Qualifications :

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s degree from an accredited institution

  • 5 + years professional experience in Manufacturing - training 

  • Advanced to expert level skill in Microsoft Office applications

  • Advanced to expert level skill in SAP

  • PMP certification and/or training

  • Possess highly effective communication and interpersonal skills and the ability to interact with all levels of the organization

  • Experience working in a large customer service organization

  • Highly organized, detail-oriented, motivated and self-directed

  • Demonstrated managerial, training and leadership experience

  • Proven ability to manage programs and projects

  • Ability to quickly learn new software, systems or processes

  • Strong communication skills (verbal and written)

  • Decisiveness and attention to detail

  • 20-40% travel required


Salary: 75,000 - 105,000 + Bonus 



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