Job title: Program Manager IV
Duration: 7+ months
Location: Remote
 
Program manager with experience and skill in leading initiatives for scaled customer support operations. Scope of responsibilities would be across the following four areas.
 
Program Manager with greater than 5 years of experience working in an operations environment to optimize performance. The ideal candidate should be mid-career with a decent amount of project management experience. More importantly, this person must have strong problem solving and analytical abilities. They should be able to work comfortably in unclear scenarios and make sense of ambiguity. Candidates with solid experience building support/service operations are likely to have the exposure and understanding of the customer support function that will help them succeed in role.
 
Qualifications

• Minimum Qualifications: 5+ years of experience in Program Management, 5+ years of experience working with cross-functional teams. Preferred Qualifications: 3+ years of experience working in an operations environment, 3+ years of experience in customer support, CAPM or PMP from PMI.
• Implement new support plans across the Advertiser Ops Ecosystem:
• Deploy new Support offerings, features, and product changes effectively across the operational landscape, including CAS, case ranking, resolvability, MMA, and commerce TASS.
• Collaborate with cross-functional teams to ensure smooth implementation and integration of changes.

 
Standardization and Adoption of Guidelines:

• Develop and enforce standards such as agents’ processes & protocols, vendor incentives, model sites, channel mix expectations, and taxonomy to ensure consistency and quality across all issue pods, tiers, and operations.
• Drive the adoption of these standards across different tiers and channels to maintain a uniform client experience.

 
Accountability Measurements:

• Develop and maintain KPI-based views for each pod (e.g., integrity, product) to measure and enhance performance. Integrate Support KPIs with issue team-specific KPIs to enable and monitor the end-to-end Advertiser experience across issue teams.
• Use these metrics to hold respective teams accountable and drive continuous improvement.

 
Leadership Insights Delivery:

• Provide critical insights around the Advertiser Experience to leadership forums such as GOBR and Data & Prios, influencing decision-making and strategy formulation.

 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $68.00/hr.