Program Manager, Customer Care

NRG•Lindon, UT

2d•Onsite

About The Position

The Customer Care Program Manager leads cross-functional initiatives that improve contact center performance, customer and agent experiences, and operational efficiency. This role owns programs and projects from intake through implementation, spanning process optimization, technology enhancements, AI automation, and experience improvements. This role requires a highly effective program leader who can translate business needs into clear requirements, align cross-functional stakeholders, navigate complex dependencies, and drive initiatives to measurable outcomes. The ideal candidate is organized, data-driven, comfortable operating in ambiguity, and able to balance strategic priorities with hands-on execution. Success in this role requires strong ownership, communication, problem-solving, and influencing skills, along with the ability to build trusted partnerships across Customer Care, Technology, Analytics, Innovation, Operations, and external partners. Experience with contact center technologies, automation, and AI-enabled capabilities is a strong plus.

Requirements

Relevant experience in business, technology, or a related field.
Experience in project management, program management, contact center operations, customer experience, customer support, or a related role leading cross-functional initiatives.
Demonstrated ability to lead complex initiatives through the full lifecycle, from intake, discovery, and planning through execution, implementation, and measurement.
Strong stakeholder management and influencing skills, including experience partnering with senior leaders and cross-functional teams.
Proven ability to break down complex problems, analyze qualitative and quantitative information, identify root causes, and translate insights into actionable recommendations.
Excellent written and verbal communication skills, with the ability to clearly communicate complex topics, decisions, risks, and recommendations to diverse audiences.
Strong organizational and prioritization skills with the ability to manage multiple initiatives, deadlines, stakeholders, and dependencies simultaneously.
Ability to operate effectively in fast-paced, evolving, and ambiguous environments while maintaining accountability for outcomes.
Proficiency with Microsoft Office applications.

Nice To Haves

Project management certification (PMP, CAPM, PMI-ACP, or equivalent).
Experience with Lean, Six Sigma, or continuous improvement methodologies.
Hands-on experience with project management tools (e.g., Smartsheet, Jira, Asana).
Experience working with customer data, reporting, or analytics tools (e.g., Salesforce, SQL/Snowflake, Tableau).
Familiarity with AI-enabled customer care solutions (e.g., chatbots, agent assist, routing, analytics).
Exposure to contact center technologies such as IVR, CRM, telephony platforms, workforce management, or QA tools.
MBA or advanced degree (preferred, not required).

Responsibilities

Lead end-to-end delivery of Customer Care programs and projects, including process improvements, technology implementations, automation, and customer and agent experience enhancements.
Partner with stakeholders to identify needs, gather requirements, define scope, establish success measures, and align on desired outcomes.
Develop and maintain program and project plans, timelines, roadmaps, milestones, risks, dependencies, decisions, and stakeholder communication plans.
Use qualitative insights and quantitative data to identify root causes, evaluate opportunities, develop recommendations, and drive solutions that improve operational and customer outcomes.
Influence senior leaders and cross-functional stakeholders to establish priorities, make decisions, resolve blockers, and maintain momentum.
Manage multiple concurrent initiatives with competing priorities, proactively adjusting plans and resources while maintaining strong delivery standards.
Establish and track success metrics and regularly communicate project status, milestones, risks, decisions, dependencies, and outcomes to stakeholders at all levels.
Apply established project and program management practices, governance standards, and change management processes to ensure effective execution and adoption.
Identify opportunities to continuously improve Customer Care processes, tools, and experiences, including the strategic use of automation and AI to improve outcomes for customers, agents, and our team.