Contact Center Strategic Development Program Manager

Your tasks

• StrategicProgramDevelopment:Designandimplementinnovativeworkforcedevelopmentprogramsthataddressskillgaps,supportorganizationalculturepriorities,andstrengthenleadershipreadiness.Createstructuredcareerpathwaysalignedwithoperationalobjectivesandemployeeprogression.
• ProgramManagementandExecution:Overseethefulllifecycleofstrategicinitiatives,includingplanning,resourceallocation,stakeholdercoordination,implementation,andevaluation.Ensureprogramsaredeliveredconsistently,efficiently,andwithinestablishedtimelinesandscope.
• CareerDevelopmentandMentoring:Leadinitiativesfocusedoncareerexploration,mentoring,coaching,professionaldevelopment,andsuccessionplanningtoencourageinternalmobilityandlong-termemployeegrowth.
• PerformanceMeasurementandReporting:Analyzeprogramdata,evaluateoutcomes,identifyperformancegaps,anddeveloptargetedinterventions.Usemeasurableinsightstodemonstratebusinessimpactandguidefutureprogramimprovements.
• OrganizationalCultureandEngagement:Integrateorganizationalvalues,behavioralchangestrategies,andcommunicationstandardsintodevelopmentinitiatives.Helpfosteraninclusiveworkplacewhereemployeesfeelvalued,respected,supported,andconnected.
• Cross-FunctionalCollaboration:Partnerwithcontactcenterleaders,operationsteams,andotherstakeholderstointegratedevelopmentopportunitiesintodailyworkflows.Buildcredibility,influencedecisionswithoutdirectauthority,andaligninitiativeswithbroaderbusinesspriorities.
• ContinuousImprovementandInnovation:ApplyLean,SixSigma,andotherprocessimprovementmethodologiestoenhanceprogrameffectiveness,scalability,andoperationalefficiency.Leveragetechnology,analytics,andcreativeprogramdesigntoincreaseengagementandimpact.
• RiskManagementandCompliance:Identify,monitor,andreportrelevantoperationalandinformationsecurityriskswithinthescopeofresponsibilities.Followorganizationalpolicies,servicestandards,andapplicablelegalrequirementswhilesupportingexceptionalinternalandexternalservice.

Requirements

• Education:Ahighschooldiplomaisrequired;abachelor'sdegreeispreferred.
• RelevantExperience:Atleast2yearsofexperienceinprogrammanagement,performancedevelopment,orarelatedoperationalfunction.Experienceincontactcenterorcustomerserviceenvironmentsispreferred.
• ProgramManagementExpertise:Demonstratedsuccessindesigning,implementing,andmanaginginitiativesthatdelivermeasurablebusinessresults,withtheabilitytomanagemultipleprioritiesinafast-pacedenvironment.
• OrganizationalDevelopment:Knowledgeoforganizationaldevelopmentprinciples,adultlearningmethodologies,careerdevelopmentstrategies,andculturalorbehavioralchangeinitiatives.
• StrategicandAnalyticalSkills:Strongcapabilitiesinstrategicplanning,projectmanagement,dataanalysis,programevaluation,andperformancereporting.Abilitytotranslateinsightsintopracticalrecommendationsandmeasurableimprovements.
• ProgramDesignandCreativity:Abilitytodevelopengaging,well-structureddevelopmentprogramsandcreateclear,consistentprogrambrandingandcommunicationmaterials.
• CommunicationandStakeholderEngagement:Excellentwrittenandverbalcommunicationskills,withtheabilitytobuildrelationships,facilitatediscussions,andinfluencestakeholdersacrossteamsandorganizationallevels.
• ExecutionandAdaptability:Strongorganizationalskillsandattentiontodetail,withademonstratedabilitytodeliverhigh-qualityprogramsontimeandwithinscopewhileadaptingtochangingbusinessrequirements.
• ContinuousImprovement:FamiliaritywithLean,SixSigma,orsimilarmethodologies,alongwithacommitmenttooptimizingprocessesandenhancingprogramscalability.
• RemoteCollaboration:Comfortablefacilitatingvirtualprograms,coordinatingdistributedteams,andusingdigitaltoolstosupportemployeeengagementandprofessionaldevelopment.
• ProfessionalValues:Astrongcommitmenttocollaboration,integrity,curiosity,inclusion,accountability,andexceptionalservice.Candidatesshouldalsodemonstratereliableattendance,soundjudgment,andawillingnesstosupporttheorganization'smissionandlong-termobjectives.

What we offer

• CompetitiveSalary: Posted salary range of $60,500–$93,700 annually, with the anticipated hiring range generally between $60,500 and $77,100, depending on experience, qualifications, internal equity, and business considerations.
• Remote-First Work Environment: Flexible, remote-first working arrangements designed to encourage collaboration, connection, and work-life balance.
• Medical Coverage: Medical insurance with telemedicine services.
• Dental and Vision: Dental and vision insurance plans.
• Retirement Savings: 401(k) plan with employer matching contributions.
• Health Savings and Flexible Spending Accounts: HSA with company-provided contributions, plus FSA options.
• Insurance Protection: Company-paid disability insurance, basic and optional life insurance, and supplemental insurance options.
• Paid Time Off: Paid time off, 12 paid holidays, and community volunteer time off.
• Family Support: Maternity, parental, and family care leave.
• Wellness and Mental Health: Wellness programs, mental health resources, and an Employee Assistance Program (EAP).
• Professional Development: Tuition reimbursement and opportunities to develop new skills and advance professionally.
• Inclusive Workplace Culture: A collaborative environment that prioritizes belonging, psychological safety, employee well-being, and meaningful professional connections.
• Employment Eligibility: This position is not currently eligible for employment visa sponsorship. Benefits are subject to applicable eligibility requirements, waiting periods, contributions, and plan conditions.

How to apply

How Jobgether works We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?

Other

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