Program Manager - Remote

Company: PSG Global Solutions
Location: San Francisco
Posted on: November 6, 2024

Job Description:

Description We're looking for a Program Manager - Remote, working in IT (excluding Telecommunication) industry in San Francisco, California, United States.Responsibilities:

• Develop and implement strategies to optimize customer service operations and drive continuous improvement.
• Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management.
• Act with urgency to ensure priority items are progressed, having a bias for action and focusing on the 20% of work that will get 80% of the impact.
• Identify and analyze data, customer feedback, and trends to identify areas for improvement and implement corrective actions.
• Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations.
• Stay up to date on industry trends, best practices, and emerging technologies to drive innovation in CX Operations and Product.
• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities.
• Manage cross-functional partnerships and insights from customers in French-speaking regions.
• Serve as the primary point of contact for escalations of customer issues from those regions.
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Keywords: PSG Global Solutions, Richmond , Program Manager - Remote, Executive , San Francisco, California