Program Manager - Service Delivery / Operations
New
B
Blueprint TechnologiesTechnology Solutions
Remote, PSTFull-TimeMiddle
Salary25 - 27.4 USD per hour
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- Operations Management
Requirements
- 2+ years of experience in a customer-facing or service-oriented role
- Strong decision-making skills for real-time assessment of priority and risk
- Excellent written and verbal communication skills in English
- Ability to work effectively under pressure in a fast-paced 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
Responsibilities
- 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
- 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
- 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
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