Program Manager – Service Delivery, Operations
Location
Washington
Posted
4 days ago
Salary
$25 - $27 / hour
Seniority
Mid Level
Job Description
Program Manager – Service Delivery, Operations
BPCS, Comprehensive marketing solutions, ltd.
• Monitor incoming escalation queues in real time and ensure timely triage and assignment of all cases • Assign 100% of cases to the appropriate internal resource within defined SLA targets (typically within 20 minutes or faster) • Analyze case details to determine priority, ownership, and appropriate routing path • Collaborate with internal teams and senior team members when case ownership or routing is unclear • Respond to internal chat and email requests promptly, maintaining high responsiveness standards • Prioritize high-visibility communications, including executive-level escalations • Maintain awareness of queue health, workload distribution, and team availability • Proactively escalate risks or challenges impacting case assignment • Support reporting, data tracking, and operational analysis activities • Ensure adherence to operational processes, policies, and SLA commitments • Participate in coverage rotations, including potential weekend or on-call support as needed
Job Requirements
- 2+ years of experience in a customer-facing or service-oriented role (any industry)
- Strong decision-making skills with the ability to assess priority, risk, and impact in real time
- Excellent written and verbal communication skills in English
- Ability to work effectively under pressure in a fast-paced, high-volume environment
- Experience coordinating tasks, cases, or requests across multiple teams
- Strong organizational skills and attention to detail
- Ability to quickly learn processes, tools, and operational workflows
- Flexibility to adapt to changing schedules and business needs
- Ability to meet standard background/security screening requirements
Benefits
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
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