Program Manager at PartnerHero

Remote
PartnerHero

Title: Program Manager (Remote)

Location:
Category: Operations
Job Type: Full-Time
Job Desc:

Program Manager

Overview

Program Managers are PartnerHero’s most experienced Partner Operations professionals. They are comfortable building sophisticated Customer Experience programs, managing large teams, and providing guidance and mentorship to team members.

The Program Manager role is a service delivery position focused on partner service and retention. In this role you will deliver exceptional levels of partner service, ensuring partner retention and loyalty, while maximizing the value they receive from PartnerHero services.

Responsibilities

Manage one or more partner programs

  • Becoming a strategic advisor to partners by keeping up to date with their key challenges and opportunities
  • Understand and capture how the partner measures value and ensure this is over delivered throughout the contract lifecycle
  • Ensure program and team are performing at the expected quantitative and qualitative levels, per their contracts
  • Oversee program operations, including hiring, onboarding, training, quality control, feature request tracking, and team building
  • Deliver the expected program-level financial results
  • Establish a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values
  • Manage program issues and risks, and develop mitigation initiatives to reduce potential impact

Manage and mentor staff

  • Directly manage and mentor team leads and high potential associates
  • Monitor program and staff performance and wellbeing
  • Perform regular 1:1’s with all direct reports, as well as skip-levels with other team members (as required)
  • Resolve personnel issues as they arise, leading disciplinary action as needed
  • Work on development programs for associates, leads, and managers

Contribute to Partner Operations oversight and knowledge-sharing

  • Participate in regular program reviews
    • Perform internal quality control check-ins with assigned programs
    • Support team leads and managers in establishing KPIs and meeting their program goals
    • Provide leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc.
    • Ensure all solutions satisfy both the partner’s goals and PartnerHero’s vision
  • Foster a problem-solving environment demonstrating teamwork and innovation
  • Establish a standard and encourage the learning and sharing of best practices
  • Craft best practices and templates based on program needs/requirements

Requirements

  • 5+ years as a CX Program Manager or equivalent
  • 3+ years successfully managing and mentoring other support managers
  • 3+ years managing volume-driven, chat-focused 24/7 live support
  • Proven record of successfully managing one or more international teams
  • Expert in remote management best practices
  • Experience overseeing hiring, training, and quality control programs
  • Great eye for detecting program, employee or partner risk before it becomes an issue
  • Track record of building positive relationships with employees and partners
  • Strong understanding of how to use data to assess the health and efficacy of a partner program
  • Deep understanding of professional services and BPO financial models, inputs, outputs and how operations impact financial metrics
  • Passionate about sharing knowledge and helping others

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