Program Manager

Miratech • Yakima, WA

13d

About The Position

Join us in driving large-scale transformation initiatives for a global leader in contact center solutions. As a Program Manager (TPM) with a strong Contact Center background, you will lead cross-functional programs that enhance customer experience, improve operational efficiency, and deliver measurable business outcomes. This role is ideal for a results-driven leader who can manage complex programs across people, process, and technology in a fast-paced environment.

Requirements

• Bachelor’s degree in Business, Operations, Project Management, or a related field (or equivalent experience).
• 5+ years of experience in program or project management within a contact center or customer operations environment.
• Strong understanding of contact center metrics, workflows, and technologies (ACD, IVR, CRM, WFM).
• Proven experience managing cross-functional teams and complex, multi-stream programs.
• Excellent communication, presentation, and stakeholder management skills.

Nice To Haves

• PMP, PgMP, Agile, or Six Sigma certification.
• Experience leading digital transformation or automation initiatives in contact centers.
• Exposure to global or multi-site contact center operations.
• Experience working with BPOs or third-party vendors.

Responsibilities

• Lead end-to-end delivery of contact center programs including digital transformation, workforce optimization, CRM/telephony upgrades, and process reengineering.
• Develop and manage program roadmaps, project plans, timelines, budgets, and risk mitigation strategies.
• Track milestones, dependencies, and deliverables to ensure on-time and within-scope execution.
• Act as the primary point of contact for program stakeholders, including senior leadership.
• Communicate program status, risks, and outcomes through regular reporting and executive updates.
• Drive change management initiatives to ensure smooth adoption of new processes, tools, and systems.
• Define KPIs and success metrics for programs and initiatives.
• Analyze operational and program data to identify trends, risks, and improvement opportunities.
• Champion continuous improvement using Lean, Six Sigma, Agile, or similar methodologies.

Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees