About the Role:
Are you a seasoned process improvement leader with a passion for delivering exceptional customer experiences and driving operational excellence? We’re seeking a highly experienced Senior Program Manager with deep expertise in program management and process optimization to spearhead initiatives focused on reducing customer escalations and eliminating root causes of friction across the customer journey.
In this pivotal individual contributor role, you will lead strategic, cross-functional efforts to redesign and streamline processes, enhancing upstream operations to minimize pain points for both customers and call center agents. Your work will directly impact customer satisfaction, agent efficiency, and overall business performance, with a strong focus on rapid execution and the delivery of tangible, measurable improvements.
What You'll Do:
- Analyze escalation trends and customer feedback to identify recurring issues and pain points
- Collaborate with senior leaders and cross-functional teams including Customer Support, Product Management, Operations, and Quality Assurance to design and implement robust process improvements and preventative solutions.
- Design and lead targeted initiatives that deliver fast, visible results, reducing the volume and severity of escalations while increasing efficiency
- Track, measure, and report on the impact of implemented changes on escalation rates and customer/agent satisfaction
- Facilitate root cause analysis sessions and problem-solving workshops leveraging methodologies such as 5 Whys, Fishbone Diagrams, and Failure Mode Effects Analysis (FMEA) to resolve complex operational challenges
- Advocate for front-end fixes to prevent issues before they impact customers or agents Communicate clearly with stakeholders about progress, risks, and results of improvement programs
- Support and present at governance and cross-functional change management forums
- Promote a culture of urgency, ownership and accountability to ensure improvements are not only designed but executed swiftly and effectively
- Mentor and guide junior colleagues and teams on best practices in process excellence and escalation management
What We're Looking For:
- Telecommunications experience is a MUST
- 2-3 years of proven experience in program management and process improvement within customer-facing or operationally complex environments, ideally in telecommunications, technology, or related industries
- Strong analytical skills with the ability to translate quantitative and qualitative data into actionable business recommendations
- Excellent problem-solving skills and experience with root cause analysis methodologies (e.g., 5 Whys, Fishbone diagrams)
- Proven track record of independently leading high-impact, cross-functional projects without direct reporting lines, demonstrating influence and collaboration skills.
- Demonstrated success in driving high-velocity execution and delivering real world results in compressed timeframes
- Exceptional communication skills, adept at tailoring messaging for diverse audiences—from frontline teams to senior executives.
- Familiarity with order management and processing tools, and escalation management processes is a plus
- Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities with agility and focus
Why Join Us?
- Be a critical force in enhancing customer and agent experiences on a large scale.
- Work alongside passionate, high-performing teams dedicated to innovation and excellence.
- Access to ongoing professional development and leadership growth opportunities.
- Competitive compensation and comprehensive benefits package.