Manager, Program Management - Customer CARE Operational Excellence

Role Overview

As a Manager of Program Management - Customer CARE Operational Excellence, you will lead 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. This role requires strategic planning support, the ability to anticipate business needs, and a commitment to developing direct reports and cross-functional partners alike.

What You Will Do

You will ensure vendor partners consistently deliver operational excellence to defined KPIs, performance, and staffing requirements. You will also lead the CARE Learning & Development team to ensure training programs are aligned to operational priorities and vendor partner needs.

Why It Might Be a Fit

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.

Requirements

• 5+ years of proven leadership in multi-faceted contact center operations
• Vendor Management Expertise
• Learning & Development Acumen
• Quality Mindset
• Employee Engagement Champion
• Data-Driven & Results-Oriented
• Operational & Process-Focused
• Collaborative Leader
• Problem-Solver & Innovator
• Flexible & Adaptive

Benefits

• Medical/Vision
• Dental
• Retirement
• Paid Time Away
• Life Insurance
• Disability
• Merchandise Discount
• EAP Resources
• 401k
• Performance-based incentives/bonuses