We have an opportunity for an experienced U.S.-based Program Manager to lead operations for a team of highly specialized technical engineers across the U.S. and Canada. Team members provide dispatches to support enterprise customers providing a range of technical consultative services such as workshops, risk assessments, remediation planning, chalk talks, business continuity strategies etc.
Core accountabilities:
Regularly interview prospective employees as we continue to grow the program
Onboard new hires, assisting them in achieving accreditations, capturing utilization, and delivering top box service for every customer interaction
Ensure team morale stays high, reduce attrition and drive innovations to improve team performance
Oversee team attainment of SLA s and KPI s, providing coaching as needed
Implement business policy updates through training and change control processes
Ensure team compliance through audits of expense reporting and required approvals
Analyze daily/weekly/monthly performance management data help team members improve!
Who You Are
The experience you need to thrive in the role:
5+ years working as an Operations or Program Manager supporting remote teams of 15+ individuals
Developing and implementing Process improvements which had a meaningful impact on KPI/SLA attainment
Helping team members improve performance through coaching, support and motivation
Highly organized, a hawkish eye for attention to detail with a track record of delivering exceptional results with a history of continuous improvement focus
Degree in Business, Communications, or Information Technology preferred
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