[Remote] Program Manager
Note: The job is a remote job and is open to candidates in USA. Uplight is creating a new category of energy with innovative software solutions that enhance energy management for homes and businesses. The Program Manager will oversee complex programs, ensuring operational efficiency and customer satisfaction while collaborating with cross-functional teams to drive strategic initiatives.
Responsibilities
- Ensure the operational health and efficiency of assigned programs, proactively identifying and addressing risks
- Maintain customer satisfaction by delivering high-quality services and meeting key performance goals and SLAs
- Serve as a client-facing representative, ensuring effective communication of program performance, alignment on program objectives, resolving operational issues, and identifying areas for program improvement
- Support program expansions by providing consulting expertise and operational insights to Account Management and Sales teams
- Own the enrollment processing function, ensuring smooth execution and supporting Marketing efforts with operational processes
- Lead the development and execution of enrollment growth strategy
- Work with relevant teams to provide accurate and timely execution of incentive payments
- Lead event dispatch operations in collaboration with Product and Technical Support teams
- Participate in on-call rotations to support issue resolution and operational continuity
- Ensure contractual commitments for market participation are met by working closely with Product, Engineering, and Market Operations Compliance (MOC) teams
- Partner with Customer Care to make sure Tier 1 support teams are equipped with proper training, documentation, and resources, and provide a feedback loop for improved customer experience
- Meet or exceed ticket SLAs for Tier 2 escalations and work collaboratively to resolve complex issues
- Develop and maintain process documentation to support training, knowledge transfer, and risk mitigation
- Continuously identify and implement process improvements to enhance operational efficiency and service quality
- Identify operational gaps when implementing new products and services, develop and document the necessary processes, and coordinate with cross-functional teams for prioritization of long-term scalable solutions
- Establish and maintain strong working relationships with internal and external stakeholders, providing necessary input to clarify priorities for bug fixes and engineering support
- Provide mentorship and guidance to Account Operators and Coordinators, fostering a high-performance team environment
- Effectively delegate tasks and project work using a structured and clear agreement approach
- Communicate effectively with stakeholders, ensuring alignment on program objectives and execution
- Accountable for enabling the timely delivery of event results, working cross-functionality to escalate failures while providing important client context
- Able to confidently leverage database tools to understand, interpret and drive insights about your programs. Able to coordinate effectively with cross-functional partners
Skills
- Bachelor's degree in business, operations, or a related field (or equivalent experience)
- 5+ years of experience in program management or related roles
- Strong problem-solving skills and ability to navigate ambiguous situations
- Excellent communication and stakeholder management skills
- Proven ability to drive process improvements and operational efficiencies
- Experience in handling client-facing engagements and delivering strategic insights
- Proficiency in project management tools and methodologies
- Ability to mentor and support junior team members
- Proficiency in project management tools and methodologies such as JIRA/Confluence, Asana, Excel, Wrike, Figma, Miro/Lucid. Comfortable with process flow diagramming
- Technical Proficiency and experience with tools such as Sublime, Utilizing Python scripts, ExcelAWS S3, CRMs, VSCode, Redash, DataDog
- Proficient at interpreting data & revenue models and associated forecasting, experience using BI tools
Benefits
- Flexible time off
- Generous parental leave
- Work flexibility to help you thrive both personally and professionally
- Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds
- Robust learning and development programs
- Supportive team environment that fosters collaboration and innovation
Company Overview
Company H1B Sponsorship