Associate Manager, Program Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a complex program or multiple simpler programs.

• Manage the program(s) in alignment with the scope of work, program specifications, established operating procedures, and the agreed budget.

• Supervise daily program operations and staff.

• Provide mentorship to supervisory teams and/or employees assigned to the programs.

• Track program metrics to ensure compliance with program SLAs.

• Address complex and escalated cases.

• Engage in the interviewing, assessment, training, and development of employees.

• Monitor employee adherence to quality, service, and production standards.

• Collaborate and communicate within the team during program development, initiation, management, and closure.

• Attend client kick-off, planning, and both internal and external team meetings as required.

• Convert decisions and discussions into documented workflow processes.

• Facilitate team coordination to ensure successful program initiation.

• Assist in the development of program metrics and the enhancement of program processes.

• Participate in client and/or FDA audits as necessary.

• Gather data on process effectiveness throughout the program's duration.

• Collect, interpret, and report on program metrics and process efficiencies.

• Assist in the analysis and composition of client reports and other deliverables.

• Present program information to both internal and external stakeholders.

• Manage escalated and unresolved issues that require deviation from standard procedures or in-depth research.

• Actively participate in both in-person and virtual meetings/events.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in a relevant field or equivalent professional experience.

• 2 to 5 years of relevant experience.

• Experience in call center services.

• Previous management experience is preferred.

• Strong computer proficiency, particularly in Microsoft Office.

• Outstanding verbal and written communication and presentation abilities.

• Strong analytical and problem-solving capabilities.

• Familiarity with customer service processes is preferred.

• Ability to work collaboratively across functions to communicate proactively and resolve issues with urgency.

• Highly developed written communication and documentation skills for the creation of program materials, specific procedures, and application requirements.

• Client interfacing skills to foster and manage relationships.

• Ability to analyze data and identify trends.

• Capability to organize individuals and systems to attain goals.

• Willingness to travel as necessary.

• Supervisory responsibility for 1 to 20 direct reports.

🏝️ Benefits

• Opportunities for remote work.

• Competitive salary packages.

• Opportunities for career advancement.

• 401K plan with company matching.*

• Tuition reimbursement programs.

• Flexible working environment.

• 20 days of paid time off, accrued.

• Paid holidays.

• Employee assistance programs.

• Comprehensive medical, dental, and vision coverage.

• Health Savings Account/Flexible Spending Account options.

• Telemedicine services (virtual doctor appointments).

• Wellness programs.

• Adoption assistance.

• Short-term disability benefits.

• Long-term disability coverage.

• Life insurance policies.

• Discount programs.