Program Manager – Community Support

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

📋 Description

• Lead intricate cross-functional teams and oversee multiple programs concurrently, ensuring successful execution while navigating uncertain circumstances.

• Collaborate closely with executive leadership to establish and uphold strategic alignment, communicate project progress, and manage expectations effectively.

• Develop and implement program plans and schedules aimed at achieving targeted performance metrics that align with executive-level goals.

• Exhibit curiosity, foresee and navigate challenges, and adeptly negotiate changes with cross-functional stakeholders at every stage from initial concept to launch.

• Evaluate business and organizational risks to make informed trade-off recommendations.

• Close the loop - monitor and assess your outcomes, adapting and learning swiftly from setbacks.

• Advocate for the CS Program Management Office (PMO) defined methodologies to drive intended results and enhance transparency.

• Independently create and update documents and presentations that are suitable for executive review.

⛳️ Requirements

• Bachelor's Degree or equivalent experience, preferably in a related field; an MBA or Master's degree is preferred.

• Over 8 years of extensive experience in customer service, encompassing contact center operations, digital support, and contact center technology.

• Proven experience in managing and executing large, complex, cross-functional projects, ideally within a contact center or customer service setting.

• An organized and collaborative Senior Program Manager who inspires and motivates their team while delivering results punctually and with high quality.

• Knowledge of technology use cases in customer service and contact centers.

• Experience in developing detailed project plans and business cases that demonstrate measurable impacts of programs, progress, and project execution.

• Ability to craft compelling presentations and narratives for executive audiences.

• Experience interacting with and influencing senior executive leadership with ease.

• Demonstrated ability to adapt and manage ambiguous situations, resulting in structured outcomes.

• Exceptional collaboration, partnership, and influencing abilities, with the capacity to operate in a global environment across multiple locations and time zones to achieve consensus among teams.

🏝️ Benefits

• Employees may also be eligible for bonuses, equity, benefits, and Employee Travel Credits.