Supervisor – Program Management

Remote Full-time Now Hiring

Job Description:

Manage the day-to-day activities of program operations within the contracted budget, scope of work, program requirements, and standard operating procedures
Supervise 1–20 direct reports and coordinate operational team activities
Work with the Program Manager to develop policies, procedures, business work plans, program metrics, and efficiencies
Monitor program metrics to ensure adherence to program SLAs
Resolve complex, escalated, and unresolved cases and issues
Participate in interviewing, evaluating, training, and developing employees
Create or update training materials and project-specific procedures
Translate decisions and discussions into documented workflow processes
Track employee compliance with quality, service, and program standards
Conduct at least monthly team meetings with agendas and minutes
Assist with presentations of program information to internal and external customers
Coordinate with managers to set team goals and expectations
Participate in internal and external in-person and virtual meetings and events
Travel as needed
Perform other duties as assigned

Requirements:

Associate or Bachelor’s degree in a relevant discipline or equivalent work experience
1–4 years of relevant experience
Customer service experience required
Call center experience preferred
Strong computer skills, with specific aptitude in Microsoft Office
Excellent verbal and written communication and presentation skills
Strong analytical and problem-solving skills
Ability to lead and develop a successful team required
Ability to work a flexible schedule
Ability to travel as needed

Benefits:

• Tuition reimbursement (after 90 days of employment)

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