Program Manager - Service Delivery / Operations

New

Remote, Preference for PST Time Zone, PSTFull-TimeMiddle

Salary25 - 27.4 USD per hour

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Job Details

Languages: English
Experience: 2+ years of experience in a customer-facing or service-oriented role
Required Skills: Operations Management

2+ years of experience in a customer-facing or service-oriented role
Strong decision-making skills with the ability to assess priority, risk, and impact in real time
Excellent written and verbal communication skills in English
Ability to work effectively under pressure in a fast-paced, high-volume environment
Experience coordinating tasks, cases, or requests across multiple teams
Strong organizational skills and attention to detail
Ability to quickly learn processes, tools, and operational workflows
Flexibility to adapt to changing schedules and business needs
Ability to meet standard background/security screening requirements

Monitor incoming escalation queues in real time and ensure timely triage and assignment of all cases
Assign 100% of cases to the appropriate internal resource within defined SLA targets (typically within 20 minutes or faster)
Analyze case details to determine priority, ownership, and appropriate routing path
Collaborate with internal teams and senior team members when case ownership or routing is unclear
Respond to internal chat and email requests promptly, maintaining high responsiveness standards
Prioritize high-visibility communications, including executive-level escalations
Maintain awareness of queue health, workload distribution, and team availability
Proactively escalate risks or challenges impacting case assignment
Support reporting, data tracking, and operational analysis activities
Participate in coverage rotations, including potential weekend or on-call support as needed

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