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    Senior Program Manager - Remote, United States - Glowtouch technologies

    Glowtouch technologies
    Glowtouch technologies Remote, United States

    1 week ago

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    Description
    :
  • •Lead global programs focused on improving customer service and operational efficiency, exceeding KPIs through effective cross-regional and functional team collaboration.
  • •Drive customer satisfaction and retention by developing strategic roadmaps and actively engaging with clients.
  • •Manage projects aimed at enhancing the customer experience on a large scale.
  • •Foster a culture of continuous improvement, advocating for service delivery best practices and efficient processes.
  • •Act as a trusted advisor to clients, ensuring high-quality issue resolution and customer satisfaction.
  • •Oversee projects aimed at expanding service capabilities and improving process efficiency, including the development of training materials for enhanced team performance.
  • •Ensure strong communication and collaboration with senior leadership and teams globally, particularly during the flexible onboarding phase in India and through regular visits thereafter.

    • Requirements:

  • •A passion for making a positive impact on customers, employees, and shareholders.
  • •Proven experience in managing customer service or contact center programs, with expertise in process optimization, program management, and quality assurance.
  • •4+ years in a Program Management, Operational Management, or Client Management role, preferably in a contact center environment across multiple geographies.
  • •Strong skills in relationship building, conflict resolution, and project prioritization.
  • •Commitment to effective communication across various channels and ensuring alignment through multiple touchpoints.
  • •Openness to a flexible onboarding phase in India, tailored to fit the needs of the successful candidate, with frequent travel required thereafter.
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