Contact Center Strategic Development Program Manager
New
J
JobgetherContact center
Based in the United StatesFull-TimeManager
Salary60,500 - 93,700 USD per year
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Job Details
- Experience
- At least 2 years of experience in program management, performance development, or a related operational function.
- Required Skills
- Project ManagementData Analysis
Requirements
- High school diploma required; bachelor's degree preferred.
- At least 2 years of experience in program management, performance development, or a related operational function.
- Contact center or customer service experience preferred.
- Demonstrated success designing, implementing, and managing initiatives that deliver measurable business results.
- Knowledge of organizational development principles, adult learning methodologies, career development strategies, and cultural or behavioral change initiatives.
- Skills in strategic planning, project management, data analysis, program evaluation, and performance reporting.
- Ability to develop engaging development programs and create clear program branding and communication materials.
- Ability to build relationships, facilitate discussions, and influence stakeholders across teams and organizational levels.
- Strong organizational skills, attention to detail, and ability to deliver programs on time and within scope.
- Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies.
- Comfortable facilitating virtual programs, coordinating distributed teams, and using digital tools to support employee engagement and professional development.
Responsibilities
- Design and implement workforce development programs that address skill gaps and strengthen leadership readiness.
- Create career pathways aligned with operational objectives and employee progression.
- Manage strategic initiatives from planning and resource allocation through implementation and evaluation.
- Lead career exploration, mentoring, coaching, professional development, and succession-planning initiatives.
- Analyze program data, evaluate outcomes, identify performance gaps, and report business impact.
- Integrate organizational values, behavioral change strategies, and communication standards into development initiatives.
- Partner with contact center leaders, operations teams, and other stakeholders to integrate development into daily workflows.
- Apply Lean, Six Sigma, and other process improvement methods to improve program effectiveness and scalability.
- Identify, monitor, and report operational and information security risks within the scope of responsibilities.
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