Note: The job is a remote job and is open to candidates in USA. TechOp Solutions International is seeking an experienced Remote Program Manager to lead a high-volume, remote call center. The Program Manager provides overall leadership, management, and strategic direction for the contract, ensuring all contractual requirements, performance objectives, and service levels are achieved.
Responsibilities
- Provide overall leadership and management of the contract and all program operations
- Supervise and provide direction to all Key Personnel and functional managers
- Plan, organize, coordinate, and oversee all program activities to ensure successful contract execution
- Serve as the primary liaison between the client, subcontractors, and internal leadership
- Manage staffing, financial resources, budgets, and operational priorities
- Monitor contract performance, analyze operational metrics, and prepare executive reports
- Oversee project schedules, deliverables, risk management, and issue resolution
- Lead program communications and provide regular status updates to stakeholders
- Oversee change management initiatives, including operational and technology-related enhancements
- Direct the development and maintenance of Standard Operating Procedures (SOPs), work instructions, and operational documentation
- Research emerging technologies and recommend process improvements that enhance customer experience, operational efficiency, and service delivery
- Promote continuous improvement, quality service, and operational excellence
- Perform additional duties as assigned
Skills
- Bachelor's degree from an accredited institution
- Minimum eight (8) years of experience managing large-scale customer service, contact center, or operational support programs
- Demonstrated experience leading cross-functional teams, managing budgets, and overseeing contract performance
- Excellent leadership, communication, organizational, and stakeholder management skills
- Must meet security eligibility requirements
Company Overview