Senior Customer Support Program Manager

Key responsibilities: Manage the expansion and optimization of the BPO partnership, including identifying opportunities for service delivery transitions Develop criteria for service delivery models and lead transitions from incubation to Core Support or other delivery models Collaborate with cross-functional teams to create transition plans that ensure operational readiness and measure success post-transition

Required qualifications: 6+ years of experience in strategic program management, customer experience operations, or related fields Proven experience in leading transitions of operational work into a BPO or similar partner environment Strong analytical skills with the ability to work with operational and financial data to build business cases Experience in influencing stakeholders and aligning teams around shared outcomes without formal authority Ability to communicate complex decisions clearly, explaining implications and tradeoffs effectively