Senior Contact Center Program Manager

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

📋 Description

• Oversee the planning, implementation, and completion of intricate programs that influence operations, systems, and support functions.

• Act as a senior subject matter expert in designated business areas, offering comprehensive operational insights into workflows, system behavior, dependencies, and constraints.

• Collaborate with Product Management, Technology, Fraud, and Operations teams to convert strategic goals into actionable program plans.

• Provide operational expertise to solution and product design to guarantee feasibility, scalability, and operational readiness.

• Establish program scope, success criteria, timelines, and dependencies; manage workflow through delivery and stabilization phases.

• Proactively identify operational risks, readiness gaps, and downstream impacts; create and coordinate mitigation strategies.

• Direct operational readiness efforts, including process design, documentation, testing coordination, training support, and transition planning.

• Assist with implementations, conversions, pilots, and significant system changes by ensuring alignment between strategy, systems, and operations.

• Track program progress and outcomes, utilizing data and operational insights to guide decisions and necessary adjustments.

• Create and maintain program documentation, workflows, and supporting materials to ensure consistency and sustainability.

• Serve as an escalation point for complex program-related issues requiring in-depth operational knowledge.

• Work with senior leadership to align program priorities with business objectives and operational capacity.

• Keep abreast of industry trends, system capabilities, and emerging technologies relevant to contact center operations and apply insights as necessary.

• Report identified risks to the appropriate team and/or management; manage, monitor, and communicate risks within the work area.

• Ensure outstanding service to internal and external clients.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in business, Technology, Operations, or a related field is required, or an equivalent combination of education and experience.

• At least seven (7) years of experience in managing strategic initiatives and business processes within the financial services sector.

• A minimum of five (5) years of experience leading large-scale projects, from planning to execution and delivery preferred.

• Extensive experience in contact center operations, back-office support, fraud, or similar financial services environments.

• Proven experience collaborating with Product and Technology teams to implement solutions.

• Demonstrated history of managing complex initiatives, implementations, or programs from start to finish.

• In-depth understanding of systems, workflows, and cross-functional dependencies.

• Strong ability to operate independently and manage high-impact, high-visibility work.

• Excellent operational judgment and analytical skills with the capacity to leverage data for decision-making and process enhancements.

• Ability to recognize how changes in one area affect the overall ecosystem.

• Effective and practical communicator capable of bridging the gap between business and technical teams.

• Comfortable with ambiguity and adept at problem-solving without perfect information.

• Capable of balancing strategic thinking with hands-on execution and problem-solving skills.

• Advanced project management capabilities, with a proven record of delivering complex projects on schedule and within budget.

• Proficient in PC/Windows-based software, including Word, Excel, PowerPoint, and Project/Task Management tools.

• Strong financial acumen and experience in budget management.

• Ability to cultivate a culture of innovation and continuous improvement.

• Proven capacity to build and sustain strong relationships with internal and external stakeholders.

• Ability to oversee multiple projects, thrive in a fast-paced environment, meet deadlines, and consistently demonstrate strong reasoning and analytical capabilities.

• Strong business development skills with the ability to negotiate and influence others within the organization.

• Willingness to travel as required.

• Availability 24 hours a day, 7 days a week in case of emergencies.

• Regular and dependable attendance is essential.

• This position is not eligible for sponsorship at this time.

🏝️ 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 Employee Assistance Program (EAP).

• Tuition Reimbursement opportunities.

• Wellness program initiatives.

• Remote-first, flexible work environment.

• Commitment to psychological safety, wellbeing, and a sense of belonging.