Program Manager - Operations/Growth & Strategy

Overview:

- The Partner Support/Experience Centre Program Manager will oversee and lead a team of Team Leaders (TLs), support associates, Quality Assurance (QA) specialists, and callers to ensure exceptional partner experiences.

- This role involves managing team performance, analyzing data to drive insights, and maintaining high service standards across the partner support and experience center operations.

Key Responsibilities:

1. Team Management:

- Lead, mentor, and manage a team of Team Leaders (TLs), support associates, QA specialists, and callers.

- Conduct regular performance evaluations and provide constructive feedback to team members.

- Foster a positive and collaborative work environment to ensure high levels of team engagement and productivity.

2. Operational Oversight:

- Oversee daily operations of the partner support and experience center to ensure efficiency and quality service.

- Implement and maintain standard operating procedures (SOPs) to streamline processes and improve service delivery.

- Monitor call center metrics and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

3. Data Analysis and Reporting:

- Analyze operational data to identify trends, areas for improvement, and actionable insights.

- Prepare and present detailed reports on team performance, service metrics, and operational challenges to senior management.

- Utilize data to drive decision-making and enhance overall partner support experience.

4. Quality Assurance:

- Develop and enforce quality control measures to maintain high service standards.

- Implement regular training programs for team members to ensure consistent and exceptional service delivery.

- Conduct regular audits and quality checks to ensure compliance with company standards.

5. Partner Experience Management:

- Act as the primary point of contact for escalated partner issues, ensuring timely and effective resolution.

- Collaborate with internal teams to address partner concerns and improve overall partner satisfaction.

- Facilitate open communication channels between the company and partners to share best practices and address operational challenges.

6. Continuous Improvement:

- Identify opportunities for process improvements and implement initiatives to enhance operational efficiency.

- Stay updated with industry trends and best practices to ensure the partner support and experience center remains competitive.

- Lead the implementation of new technologies and systems aimed at improving service delivery and partner satisfaction.

7. Stakeholder Engagement:

- Work closely with internal departments such as supply chain, marketing, and customer service to align operational strategies with business objectives.

- Represent the partner support team in meetings and negotiations with potential and existing partners.

Qualifications:

- Bachelor's degree in Business Administration, Operations Management, or a related field. An MBA is preferred.

- 5+ years of experience in operations management, preferably in call center, customer support, or related fields.

- Proven experience in managing large teams and multi-site operations.

- Strong leadership and team management skills.

- Excellent communication, negotiation, and interpersonal skills.

- Ability to analyze complex data and develop actionable insights.

- Proficiency in using operational management software and tools.

Key Competencies:

- Strategic Thinking: Ability to develop and implement strategic operational plans.

- Operational Excellence: Strong focus on efficiency, quality, and continuous improvement.

- Relationship Management: Skilled in building and maintaining strong partnerships.

- Problem-Solving: Ability to identify issues and develop effective solutions; Strong analytical skills and communication abilities.

- Adaptability: Comfortable working in a fast-paced and dynamic environment.

- Proficient in SQL for data analysis.

- Skilled in advanced Google Sheets functionalities.

- Project management skills with the ability to prioritize tasks and manage timelines.

- Knowledge of customer service best practices.