Program Manager IV

Program Manager IV

BC forward is currently seeking an initiative to take Program Manager IV (Advertiser Ops Ecosystem) for California _Remote Location.

Position Title: Program Manager IV (Advertiser Ops Ecosystem)

Location: California _Remote

Anticipated Start Date: 1/22/2025

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

Expected Duration: 08+ Months Contract

Job Type: Contract

Pay Range: $65/hr. to Max $75/HR W2

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:

Program manager with experience and skill in leading initiatives for scaled customer support operations. Scope of responsibilities would be across the following four areas.

Program Manager with greater than 5 years of experience working in an operations environment to optimize performance.

The ideal candidate should be mid-career with a decent amount of project management experience.

More importantly, this person must have strong problem solving and analytical abilities.

They should be able to work comfortably in unclear scenarios and make sense of ambiguity.

Candidates with solid experience building support/service operations are likely to have the exposure and understanding of the customer support function that will help them succeed in role.

Qualifications

• Minimum Qualifications: 5+ years of experience in Program Management,
• 5+ years of experience working with cross-functional teams.
• Preferred Qualifications: 3+ years of experience working in an operations environment,
• 3+ years of experience in customer support, CAPM or PMP from PMI.
• Implement new support plans across the Advertiser Ops Ecosystem:
• Deploy new Support offerings, features, and product changes effectively across the operational landscape, including CAS, case ranking, resolvability, MMA, and commerce TASS.
• Collaborate with cross-functional teams to ensure smooth implementation and integration of changes.

Standardization and Adoption of Guidelines:

• Develop and enforce standards such as agents' processes & protocols, vendor incentives, model sites, channel mix expectations, and taxonomy to ensure consistency and quality across all issue pods, tiers, and operations.
• Drive the adoption of these standards across different tiers and channels to maintain a uniform client experience.

Accountability Measurements:

• Develop and maintain KPI-based views for each pod (e.g., integrity, product) to measure and enhance performance.
• Integrate Support KPIs with issue team-specific KPIs to enable and monitor the end-to-end Advertiser experience across issue teams.
• Use these metrics to hold respective teams accountable and drive continuous improvement.

Leadership Insights Delivery:

• Provide critical insights around the Advertiser Experience to leadership forums such as GOBR and Data & Prios, influencing decision-making and strategy formulation.

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 234032 when responding to this ad.

---