Senior Program Operations Manager

The Role

The Senior Program Operations Manager demonstrates leadership in communicating business goals.  In addition to creating communications to the floor, they manage all collateral and content in agent facing tools including call handling processes and information in KIT. The team works cross-functionally with the Training, Quality Assurance, Marketing and extended lines of business (a.k.a. channels) within Mass Markets to enable our frontline employees and vendor agents to deliver the best customer experience possible.  

Location and Schedule

This is a Work From Home position in the United States.

The Main Responsibilities

• Identify, justify and prioritize communications opportunities associated with contact center interactions with customers, utilizing a variety of communication tactics to include online and printed materials, huddle topics and others as needed.
• Plan, develop and execute communications plans/campaigns which will support business initiatives and improve solutions and saves behaviors.
• Identify communication needs within the various call center businesses through performance analysis and regular consultation with business managers.
• Develop and maintain inbound and outbound solutions, saves and digital experience content for communications delivery, driving performance and ensuring customer satisfaction metrics are achieved.
• Maintain a formal request intake and review process to ensure business owner needs are successfully completed.
• Collaborate with stakeholder organizations to ensure communications are aligned with corresponding support models and business adoption/operational readiness plans
• Drives continuous improvement practices across the organization by working with key internal stakeholders.
• Establish partnerships with stakeholders to determine objectives and execute on communications 
• Responsible for building and maintaining business relationships, which includes working with all levels and organizations of the company to maintain and provide status of key projects 
• Project manage frontline readiness initiatives as needed

What We Look For in a Candidate

• Excellent communication skills (oral and written) are a must
• Proficient in presentation development and public speaking
• Minimum 5 years experience developing communications strategies with multiple tactics including written and visual options
• A minimum of 5 years large-scale contact center operations experience, focusing on change management, program development and execution
• Demonstrated ability to develop successful communications (including videos) across all levels of the organization 
• Demonstrated project management skills; must have experience in establishing timelines, detailed reports and executive summaries.
• Must be proficient in Microsoft Excel, PowerPoint, Word and Adobe Design products
• Ability to identify employee and customer experience gaps
• Ability to communicate project needs to internal and external teams/vendors
• Ability to troubleshoot and self resolve communications issues through networks and partnerships with SMEs
• Working knowledge of mass markets products and how that impacts the customer experience.

Compensation

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.