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.
- 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!
- 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