Program Manager

Pearl Interactive Network LLC

4d • Remote

About The Position

Pearl Interactive Network is recruiting to hire a Program Manager (PM).

The Program Manager coordinates and monitors the scheduling, pricing, and technical performance of company programs and operations. Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments. Ensures projects are completed on time and within budget. Acts as advisor to program team regarding projects, tasks, and operations.

Pearl offers a Competitive Compensation and Benefits package to include:

Medical, Dental, Vision, and Life Insurance
Paid time off, Paid holidays
401K eligibility
Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: 

Technical Equipment and Remote Office Requirements:

1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset provided.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Requirements

• Bachelor’s degree or equivalent in a business, healthcare or financial discipline.
• At least 3 years of management experience.
• Previous program management experience preferred in a call center environment.
• 3 years’ experience supervising or managing inbound/outbound/virtual call center.
• Highly proficient utilizing Excel and other Microsoft products.
• Working knowledge of CRM software.
• Excellent interpersonal skills and self-sufficient.
• Excellent verbal/written communication skills and excellent follow through.
• Strong time management skills with the ability to quickly assess priorities and adjust as needed.
• Ability to analyze and explain data and execute strategies to improve performance.
• Maintain positive relationships and manage both in-office and virtual teams.
• Ability to solve complex problems and issues.
• Strong analytical skills to interpret and forecast financial budgets.
• Develop, recommend and implement plans for continuous process improvement.
• Strong leadership experience and skills.
• Great customer relations skills and experience.
• Ability to travel to company headquarters for annual or semi-annual conferences, and ability to travel to any applicable on-site company business center.

Nice To Haves

• PMP certification preferred.

Responsibilities

• Lead overall Pearl programs and projects by working directly with the client and Pearl team during all phases of implementation and monitoring thereafter.
• Develop program and project plans, maintain the implementation schedule and budget, and assure all program and project implementations are performing to established SLA’s and KPI’s.
• Review and finalize the policies and procedures, as well as the training curriculum.
• Approve all expenditures prior to procuring goods and/or services.
• Maintain program implementation budget and financial position.
• Accountable for post program/project performances including staffing levels, SOW compliance, SLA’s, KPI’s, and fiscal position (P&L).
• Review monthly invoicing and metrics of all clients with operations managers.
• Coordinates with Finance in the billing process per the implementation schedule and budget.
• Review program contract and client contracts to ensure compliance with operations is established.
• Develop and implement recovery plans for off-schedule and unanticipated eventualities.
• Lead program teams and facilitates communication and interaction among the functional representatives.
• Liaise with client per applicable SOW and on an as-needed basis.
• Assess key demographic areas for our clients’ businesses and determine their needs from both a practical and an emotional standpoint.
• Explore opportunities to expand or provide additional services to clients.
• Administer disciplinary action consistent with established policy, documents individual performance and maintains updated secured personnel files.
• Able to handle hiring decisions for new managers and support positions.
• Implement CRM protocols for each customer/client program.
• Perform all other duties as assigned.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level