Supervisor – Program Management

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

📋 Description

• Oversee the daily operations of program management within the designated budget, scope of work, program specifications, and established operating procedures.

• Supervise between 1 and 20 direct reports while coordinating activities of the operational team.

• Collaborate with the Program Manager to formulate policies, procedures, business work plans, program metrics, and enhance efficiencies.

• Track program metrics to ensure compliance with program Service Level Agreements (SLAs).

• Address complex, escalated, and unresolved issues and cases.

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

• Create or revise training materials and procedures specific to projects.

• Document decisions and discussions into established workflow processes.

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

• Hold team meetings at least monthly, including agenda setting and minute-taking.

• Support presentations of program information to both internal and external stakeholders.

• Collaborate with managers to define team goals and expectations.

• Participate in both internal and external meetings and events, whether in-person or virtual.

• Travel as necessary.

• Execute additional duties as assigned.

⛳️ Requirements

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

• 1 to 4 years of applicable experience.

• Experience in customer service is mandatory.

• Previous experience in a call center setting is preferred.

• Proficient computer skills, particularly in Microsoft Office applications.

• Exceptional verbal and written communication abilities, along with strong presentation skills.

• Excellent analytical and problem-solving capabilities.

• Proven ability to lead and cultivate a successful team is essential.

• Flexibility in scheduling is required.

• Willingness to travel as required.

🏝️ Benefits

• Opportunities for remote work.

• Competitive salary packages.

• Opportunities for advancement and promotion.

• 401K plan with company matching contributions.*

• Tuition reimbursement available after 90 days of employment.

• Flexible work environment.

• Discretionary Paid Time Off (PTO).

• Paid holidays.

• Access to employee assistance programs.

• Comprehensive medical, dental, and vision insurance.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Telemedicine services (virtual doctor appointments).

• Wellness program initiatives.

• Adoption assistance programs.

• Short-term disability coverage available after 90 days of employment.

• Long-term disability insurance.

• Life insurance benefits.

• Discount programs available.