Lead Project / Program Manager (Customer Care Operations Support)

Lead Project / Program Manager 

(Customer Care Operations Support | Data & Analytics) 

Overview 

We’re looking for a Lead Project / Program Manager to drive transformation across our Customer Care Operations Support organization. This is not a traditional PM role. You’ll operate at the intersection of data, business intelligence, and execution—partnering across Operations, Product, Data, and Technology to turn insights into real, scalable outcomes. If you thrive in fast-moving environments, can bring clarity to ambiguity, and love turning data into action—this role is built for you. 

What You’ll Do 

Drive End-to-End Program Delivery 
Lead complex, cross-functional initiatives from concept through execution—ensuring alignment to scope, timeline, budget, and business outcomes. 

Turn Data into Action 
Translate analytics and insights into clear strategies, prioritized roadmaps, and measurable business impact. 

Lead Cross-Functional Execution 
Act as the central connector across business and technical teams—aligning priorities, dependencies, and execution plans. 

Optimize Customer Care Operations 
Identify opportunities to improve CX, efficiency, and performance through analytics, automation, and scalable solutions. 

Own Planning & Governance 
Manage project intake, planning, resource allocation, reporting, and governance to ensure delivery excellence. 

Manage Risk & Solve Problems 
Proactively identify risks, remove blockers, and drive resolution across stakeholders and teams. 

Communicate at the Executive Level 
Deliver clear, concise updates, insights, and recommendations to senior leadership. 

Influence Without Authority 
Lead through influence—aligning diverse stakeholders and mentoring teams to drive outcomes. 

Top Must-Have Experience 

• Proven success leading large-scale, cross-functional programs with measurable business impact 

• Strong ability to translate strategy into execution (roadmaps, prioritization, delivery) 

• Experience working in data-driven environments (analytics, BI, operations, or CX) 

• Exceptional stakeholder management and communication skills 

• Demonstrated ownership of end-to-end delivery (risk, dependencies, governance, execution) 

• Ability to operate in ambiguous, fast-paced environments and drive clarity 

Preferred Background 

• Experience supp