Senior Program Manager

As a Senior Program Manager, you will act as a strategic performance partner to global call centre campuses and operational leaders.

This role is focused on elevating operational performance through structured problem-solving, cross-functional alignment, and disciplined execution.

You will work directly with campus leaders and functional teams to improve First Contact Resolution (FCR), reduce Repeat Calls, optimize cost-to-serve, and enhance customer satisfaction. You will challenge assumptions, identify root causes, and drive structured action plans that deliver measurable results.

Success in this role means campuses perform better because you are embedded as a trusted and influential partner.

• Independently pull and analyze operational data using Looker, Tableau, or equivalent tools.
• Identify repeat call drivers, FCR gaps, cost inefficiencies, and behavioral patterns.
• Develop analytical models and dashboards to guide prioritization and decision-making.
• Connect AI program impact to measurable performance improvements.

• Serve as the primary performance partner to assigned campuses and operational leaders.
• Continuously assess FCR, repeat call drivers, cost-to-serve, and satisfaction metrics.
• Identify performance gaps and design targeted improvement initiatives.
• Hold structured performance reviews and action interlocks with campus stakeholders.

• Move teams from symptom reporting to root cause identification.
• Translate data insights into actionable operational recommendations.
• Challenge existing practices and drive higher standards of execution.
• Introduce best practices and scalable frameworks across campuses.

• Partner with marketing, product, policy, customer experience, and technology teams to address systemic issues impacting operations.
• Advocate for campus needs while maintaining enterprise alignment.

• Support the deployment and adoption of enterprise programs across campuses.
• Ensure local execution aligns with strategic intent.
• Monitor adoption, performance impact, and compliance to agreed actions.
• Escalate risks or execution gaps with clarity and solutions.

• Create performance narratives that connect operational KPIs to customer and financial outcomes.
• Provide executive-ready updates highlighting trends, risks, and required decisions.
• Drive accountability for committed improvement actions.

• Strong stakeholder influence across multiple geographies.
• Ability to challenge senior operational leaders constructively.
• Deep understanding of contact centre performance drivers.
• Advanced analytical skills with ability to translate insights into actions.
• Structured, disciplined follow-through on improvement initiatives.
• High ownership mindset with strong execution discipline.
• Comfortable operating in ambiguous, fast-paced environments.

• 5+ years in operations performance, transformation, consulting, or program management roles.
• Strong data literacy and experience building performance dashboards.
• Experience working directly with call centre or customer operations leaders.
• Demonstrated success improving CX metrics.
• Strong communication skills with ability to influence without authority.
• Proficiency in performance dashboards and data visualization tools.
  
  Lean, Six Sigma, Agile, or equivalent experience preferred.