Program Manager IV

Program Manager IV

BCforward is currently seeking a highly motivated Program Manager IV for an onsite opportunity in San Francisco, CA!

Position Title: Program Manager IV

Location: San Francisco, CA (Onsite)

Anticipated Start Date: 11/11/2024

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 8+ Months

Job Type: Contract (>%3D30 HRS WEEKLY)

Pay Range: $60 - $80

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Summary:

We are looking for a Program Manager with 5+ years of experience in an operations environment, focusing on optimizing performance and driving outcomes. The ideal candidate should be mid-career, with solid project management experience, strong problem-solving skills, and the ability to thrive in ambiguous situations. Experience building support/service operations is a strong advantage, offering the insight needed to succeed in this role.

Key Responsibilities:

• Deploy new support offerings, features, and product changes across operations, including CAS, case ranking, resolvability, MMA, and commerce TASS.
• Work closely with cross-functional teams to ensure smooth implementation and seamless integration.
• Develop and enforce operational standards such as agent processes, vendor incentives, model sites, channel mix expectations, and taxonomy to ensure consistency and quality across all issue pods, tiers, and channels.
• Drive adoption of these standards to ensure a uniform client experience across teams.
• Create and maintain KPI-based dashboards for each pod (e.g., integrity, product) to monitor performance and identify opportunities for improvement.
• Align support KPIs with issue team metrics to track end-to-end performance and ensure accountability across the entire advertiser journey.
• Use these insights to drive continuous improvement.

Minimum Qualifications:

• 5+ years of program management experience.
• 5+ years working with cross-functional teams.

Preferred Qualifications:

• 3+ years of experience in operations management.
• 3+ years working in customer support functions.
• CAPM or PMP certification from PMI is a plus.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 230806 when responding to this ad.

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