Program Manager, Outsourcing & Partner Support

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

📋 Description

• Manage and enhance relationships with one or more global outsourcing partners to ensure alignment with business objectives, operational standards, and service expectations.

• Collaborate with Service Delivery Partners (SDPs) to boost operational efficiency, scalability, and flexibility through training, cross-training strategies, and expanded program/product case-handling capabilities.

• Take ownership of and drive Key Performance Indicators (KPIs) for outsource partner support, including Customer Satisfaction (CSAT), Mean Time to Resolution (MTTR), backlog aging, and engineer productivity.

• Ensure compliance with Service Level Agreements (SLAs) and established escalation frameworks; identify and mitigate risks to compliance.

• Oversee case lifecycle management, queue health, workload distribution, and operational readiness across designated partners.

• Develop and implement strategies for backlog reduction, including plans for addressing aged cases and ongoing improvement initiatives.

• Lead forecasting and financial performance management with partners to align with budget requirements and staffing plans.

• Utilize current and future toolsets, especially AI-enabled solutions, to automate workflows, enhance customer/partner self-service, reduce resolution times, and improve service quality.

• Assist in the development and continuous management of the Channel Partner/Managed Service Provider (MSP) support program to enhance case quality, ensure necessary training and certification levels, and improve the Channel Partner/MSP customer experience.

⛳️ Requirements

• Utilize AI technologies to drive operational efficiencies and deliver measurable service improvements.

• Manage multiple priorities while aligning strategic objectives, individual goals, and global team goals with departmental outcomes.

• Collaborate effectively across global support teams, including security services, sales, operations, channel partner teams, and leadership to influence and enhance SDP performance.

• Demonstrate strong analytical skills, leveraging data from tools and reporting solutions to identify trends, inform decisions, and achieve results.

• Exhibit executive-level communication and presentation skills, effectively conveying strategies, solutions, and performance outcomes to partners and internal stakeholders.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development