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SeniorFull-timeAgileGit
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Program Manager (TPM) with a strong Contact Center background to lead cross-functional programs that enhance customer experience and improve operational efficiency.
Key Responsibilities
- →Lead end-to-end delivery of contact center programs including digital transformation, workforce optimization, CRM/telephony upgrades, and process reengineering
- →Develop and manage program roadmaps, project plans, timelines, budgets, and risk mitigation strategies
- →Track milestones, dependencies, and deliverables to ensure on-time and within-scope execution
- →Act as the primary point of contact for program stakeholders, including senior leadership
- →Communicate program status, risks, and outcomes through regular reporting and executive updates
- →Drive change management initiatives to ensure smooth adoption of new processes, tools, and systems
- →Define KPIs and success metrics for programs and initiatives
- →Analyze operational and program data to identify trends, risks, and improvement opportunities
- →Champion continuous improvement using Lean, Six Sigma, Agile, or similar methodologies
Requirements
- ✓Strong background in contact center operations
- ✓Experience leading cross-functional programs
- ✓Knowledge of workforce optimization and CRM systems
- ✓Familiarity with Lean, Six Sigma, or Agile methodologies
