Program Manager - BPO

Program Manager

Responsibilities :

- Drive operational excellence required to meet business intent with quality, compliance, and time to release agility.

- Innovate and improve systems and processes that support each line of business.

- Influence and drive strategy across teams.

- Be accountable for the industrialization roadmap that enables growth and scale to meet strategic goals, measure and report out on success and opportunities on an on-going basis.

- Develop strong relationships across lines of business leaders, PMO teams, compliance, and Operational teams.

- Use data to surface learnings and build business case justifications for investments in the right features and capabilities that move the program forward.

- Coordinator activities, manage timelines, and deliverables across teams.

- Process control by monitoring and adjusting as needed to reach the desired outcomes.

- Program Governance - action item management, meeting agendas and scheduling.

Key Personal Attributes :

- Come energized to consistently deliver success on time and with quality.

- Ability to understand and analyze complex business processes.

- Strong technical proficiency with learning new tools, analyzing data, and using it for decision making.

- Able to work effectively under pressure, meet tight deadlines, and effectively prioritize.

- Effective cross-group communication, collaboration, negotiation, and leadership skills.

- Strong business acumen and ability to understand decision impacts.

Qualifications :

- 10+ years business program management experience in Operations.

- BA/BS or equivalent industry experience

- Understanding the business needs and turning that into high value outcomes

- Experience in working in a BPO organization

- Outstanding cross-group collaboration skills and proven ability to partner across teams.

- Business Program Management, Service Operations in a digital distribution environment with proven process improvements.

- Self-motivated with the ability to influence and drive strategy across teams.

- Strong blend of biz + tech acumen and can quickly understand systems landscapes, inputs/outputs, and workflow design.

- Excellent communication, interpersonal skills, and ability to influence others without direct authority, including the ability to provide clear, constructive feedback to team members.

- Ability to be flexible and comfortable working in a dynamic, fast paced, business critical environment.

- Strong core project management skills (scheduling, issue identification/resolution, risk mitigation, dependency management).