Program Manager

TaskUs

26d•$97,000 - $145,000•Remote

About The Position

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. So, what does a TaskUs Program Manager (PGM) really do? Think of yourself as the Architect for this strategic account. You are not just building training; you are building the roadmap, the processes, and the team that supports one of the most disruptive technologies in the world. As the Program Manager, you will lead a high-performing team of Sr. Leads and Instructional Designers responsible for developing world-class training content. You are the bridge between the client’s complex technical requirements and the creative output of your team. You do not deliver the training; you ensure the content created is accurate, data-driven, scalable, and delivered on time. Your role was designed to map requirements, plan solutions, and successfully execute strategies. Your achievements are gauged not on hours worked, but on the success or failure of projects and launches. You balance the needs of multiple client stakeholders against operational targets while ensuring your team is engaged and performing at a world-class level. Your success is gauged by project success, client satisfaction, and the operational health of your program. You love partnering with people to understand their needs and requirements and come up with creative approaches to make them successful. You care deeply about the overall business and look for ways to add value. You like being part of a team that delivers excellence. You’re entrepreneurial and resourceful. You’re passionate about making the world a better place. You like being held accountable for your own results. You are also able to balance the needs of your customers against operational targets while at the same time providing world-class service and satisfaction. This role demands significant adaptability. Although the main focus is investigations, the scope of responsibilities is subject to change based on the organization's evolving needs. The individual in this position must be prepared to transition to other HR Generalist duties or undertake special projects assigned by leadership. Note that duties, responsibilities, and activities are subject to change at any time, with or without prior notice.

Requirements

8+ years of large-scale project/program management experience.
5+ years of experience in Learning & Development (L&D), Instructional Design, or Content Strategy.
3+ years of people management experience (specifically managing other leads or creative teams).
Proven experience in a highly regulated or technical industry (e.g., Aviation, Transportation, Energy, Automotive Manufacturing, AI/Tech, or Medical Services).
Proficiency with Project Management software (e.g., Asana, Jira, Smartsheet) and familiarity with Design tools (Articulate, Rise/Storyline, Adobe Creative Cloud).
Proven ability to interpret data/metrics to drive decision-making (Experience with SQL or robust Excel/Sheets data visualization is required).
Exceptional client-facing presentation skills, conflict resolution, and the ability to manage ambiguity in a fast-paced environment.
BA/BS degree in Learning Development, Instructional Design, Education, or equivalent practical experience.
At least 5 years of Instructional Design/ Curriculum development experience
At least 2 years of experience reviewing the work of others for quality and consistency
Experience working with fast-paced cutting-edge technologies
Strong organizational skills.
Experience with documentation, technical writing, and narrative scripting.
Tolerance and enthusiasm for working with ambiguity and change.
Experience with e-learning authoring software; i.e. Articulate storyline, Evolve for course development.
Proven excellence in developing fully ADA-compliant training deliverables.
Experience in corporate education
Experience leading
B.A. or B.S. in any discipline
8+ years of large-scale project management experience, preferably as the Project Manager
8+ years experience in a highly regulated industry such as aviation, transportation, energy, automotive manufacturing, Autonomous vehicles, or medical services.

Nice To Haves

Experience identifying training needs, defining, and building scalable training solutions to address the needs of a diverse international audience
Experience using e-learning tools (i.e. Articulate, Captivate) to create training content
Experience migrating training courses into Cornerstone or other LMS
Solid experience planning for and managing several large-scale, complex training projects and coordinating cross-functional stakeholders to deliver quality training materials within deadlines; excellent relationship-building, collaboration, consultation, and influencing skills.
A team player with a positive attitude; excellent written and oral business communication and people skills.
Video editing such as Premier, Finalcut, Camtasia, etc.
Learning Management System - Cornerstone LMS
SQL queries and visualization of key performance metrics
Google Docs, Spreadsheets, Slides, Buganizer, Guts in assessments, support, and QA

Responsibilities

Assist with onboarding and upskilling new hires
Manage the project intake pipeline by reviewing incoming requests, identifying gaps, and ensuring all activate projects are assigned to appropriate team members.
Oversee the end-to-end lifecycle of projects from initiation to completion, maintaining a high-level understanding of active work and resolving blockers or escalations.
Assign and monitor the completion of RN and SN, ensuring all data entered into tracking tables is complete and accurate.
Analyze team metrics regarding utilization (Target >85%), idle time (Target <6%), and non-project hours to ensure operational efficiency and data accuracy.
Conduct deep-dive reviews into Service Level Agreements (SLAs), over-effort hours, and L1/L2 KPI results to identify and address performance trends.
Lead daily standups, calibration sessions, and weekly leadership meetings to drive team alignment and collaborative problem-solving.
Execute Quality Assurance (QA/QC) oversight by spot-checking scorecards for Maintenance and New Builds to ensure quality standards are met prior to final delivery.
Compile and report team statistics and quality data for Quarterly Business Reviews (QBR) and complete Weekly Status (WTS) updates by end-of-week deadlines.
Serve as the primary point of contact for client communications, responding to inquiries and managing client-requested tasks.
Support the onboarding of new team members and conduct regular one-on-ones to foster professional development and team stability.