Program Manager, Implementations

DSV•Columbus, OH

18d•Remote

About The Position

The Program Manager is responsible for launching and supporting new customer service programs and sites, ensuring operational readiness, and managing critical administrative and financial processes. This role serves as the central coordination point between clients, internal teams, and vendors to ensure smooth program turn-ups, accurate invoicing and purchasing, and successful client queue start-ups. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced, multi-stakeholder environment.

Requirements

Bachelor’s degree in Business, Operations, Project Management, or a related field (or equivalent experience)
3–5 years of experience in program management, operations, or customer service environments
Experience supporting new program or site launches
Strong understanding of invoicing, purchasing, or financial administration processes
Excellent organizational, communication, and stakeholder management skills

Nice To Haves

Experience in contact center or customer service operations
Familiarity with queue management systems, CRM tools, or workforce management platforms
Project management certification (PMP, CAPM, or similar)
Experience working directly with external clients

Responsibilities

Lead new site turn-ups, coordinating timelines, resources, and cross-functional stakeholders
Ensure operational readiness for new programs, including systems, staffing, processes, and documentation
Manage onboarding activities for new client programs and service queues
Track launch milestones and escalate risks or delays proactively
Oversee client queue start-ups, ensuring routing, workflows, and service levels are correctly configured
Act as a primary point of contact during early-stage program stabilization
Monitor queue performance during launch and transition to steady-state operations
Partner with operations and client teams to resolve startup issues quickly
Manage invoicing and purchasing processes related to customer service programs and sites
Coordinate purchase orders, vendor setup, and billing approvals
Ensure invoices are accurate, timely, and aligned with contractual terms
Maintain financial tracking for programs, including costs, budgets, and forecasts
Serve as a liaison between clients, operations, finance, IT, and procurement teams
Communicate launch status, risks, and deliverables clearly to internal and external stakeholders
Support client relationship management through professional, responsive communication
Develop and maintain standard operating procedures (SOPs) for program launches and administrative workflows
Identify opportunities to streamline onboarding, invoicing, and purchasing processes
Support audits, reporting, and compliance activities as needed