Manager, Program Management- Customer CARE Operational Excellence- Remote

As a Manager of Program Management - Customer CARE Operational Excellence, you will be responsible for delivering world-class service experiences across a broad and expanding portfolio. This role leads the Vendor Operations, Learning & Development, Quality Assurance, and Employee Engagement Teams and programs to drive operational excellence, culture, and continuous improvement across the contact center. 

The ideal candidate has successfully demonstrated strong leadership with medium-to-large, multi-site contact center teams and a proven ability to build relationships across internal and external partners. They are data-driven, solutions-oriented, and thrives in a fast-moving environment where flexibility and curiosity are essential to success. 

This role requires strategic planning support, the ability to anticipate business needs, and a commitment to developing direct reports and cross-functional partners alike. 

A Day in the Life… 

Vendor Operations 

• Ensures vendor partners consistently deliver operational excellence to defined KPIs, performance, and staffing requirements 

• Presents status updates, conducts business performance reviews, and develops risk/mitigation strategies 

• Builds and manages strong relationships with vendor partners and stakeholders across the organization 

Learning & Development Support 

• Leads the CARE Learning & Development team to ensure training programs are aligned to operational priorities and vendor partner needs 

• Supports the design, delivery, and measurement of onboarding and continuing education programs across internal and vendor sites 

• Facilitates alignment between L&D content and real-time operational feedback to ensure training materials remain current and impactful 

• Champions a culture of continuous learning by encouraging knowledge sharing and skill-building across CARE teams 

• Collaborates with CARE Leaders to identify performance gaps and develop targeted training interventions 

Quality Assurance & Voice of the Customer Support 

• Leads the Quality Assurance team to support the design and maintenance of quality frameworks, scorecards, and evaluation processes 

• Monitors QA and CSAT trends and data to surface insights, identify coaching and training opportunities, and drive performance improvements  

• Ensures vendor partners and internal teams are aligned to QA and CSAT standards and actively working toward continuous improvement 

• Supports calibration sessions and feedback loops between QA, Operations, and L&D teams to create a unified performance ecosystem