Contact Center Strategic Development Program Manager

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

📋 Description

• Lead and manage the Career Momentum ecosystem within the organization.

• Spearhead the development and implementation of strategic workforce initiatives.

• Supervise programs such as i-Grow, V-Path, career exploration, mentoring, and professional development campaigns.

• Design branded programs that tackle skill gaps, cultural priorities, and leadership readiness.

• Establish structured development pathways that align with operational objectives and career advancement.

• Oversee the entire program lifecycle, including planning, resource allocation, and stakeholder engagement.

• Ensure initiatives are delivered clearly, consistently, and on time.

• Utilize data-driven insights to uncover gaps and create targeted interventions.

• Integrate organizational values and communication standards into everyday operations.

• Implement coaching, mentoring, and skill-building programs that promote career mobility and succession planning.

• Collaborate with operations leaders and cross-functional teams to incorporate development into workflows.

• Influence stakeholders through credibility and alignment with strategic goals.

• Employ Lean, Six Sigma, and other methodologies to enhance program design and scalability.

• Utilize technology and analytics to improve engagement and impact.

• Report identified risks to the appropriate teams or management.

• Manage, monitor, and report risks within the work area, including Information Security risks.

• Support exceptional service for both internal and external clients while upholding the company's mission, values, and objectives.

• Perform additional duties as assigned.

⛳️ Requirements

• Preferred Bachelor's degree; a high school diploma is required.

• Minimum of 2 years in program management or performance development within operations.

• Demonstrated success in implementing initiatives that achieve measurable business outcomes.

• Experience in call center or customer service settings is preferred.

• Familiarity with organizational development principles and adult learning methodologies.

• Understanding of cultural and behavioral change strategies.

• Knowledge of program measurement and evaluation techniques.

• Skills in creative program design and visual branding.

• Experience in strategic planning and project management.

• Proficiency in data analysis and reporting for program impact.

• Excellent communication skills and stakeholder engagement abilities.

• Capability to influence without authority across various teams and levels.

• Ability to deliver high-quality programs within scope and on schedule.

• Adaptability to changing business needs and commitment to continuous improvement.

• Competence in managing multiple priorities in a fast-paced environment.

• Comfort with virtual collaboration and remote facilitation.

• Regular and reliable attendance is required.

• Ability to occasionally lift or move items weighing up to 25 pounds.

• Must perform duties in accordance with company policies, procedures, service standards, and applicable laws.

• This position is currently not eligible for sponsorship.

🏝️ Benefits

• Competitive wages.

• Medical with telemedicine options.

• Dental and Vision coverage.

• Basic and Optional Life Insurance.

• Paid Time Off (PTO).

• Maternity, Parental, and Family Care leave.

• Community Volunteer Time Off.

• 12 Paid Holidays.

• Company Paid Disability Insurance.

• 401k plan with employer matching.

• Health Savings Accounts (HSA) with company contributions.

• Flexible Spending Accounts (FSA).

• Supplemental Insurance options.

• Mental Health and Well-being support through the Employee Assistance Program (EAP).

• Tuition Reimbursement.

• Wellness program.

• Remote-first, flexible working environment.

• Commitment to psychological safety, well-being, and a sense of belonging.