Program Manager – Customer Service

Responsibilities

• Coordinate execution of program services and projects; track milestones, deliverables, and commitments.
• Support end-to-end service coordination across suppliers, Service Desk, SW Service Delivery, Resident Service teams, and Spare Parts.
• Establish and maintain operating cadence (status reviews, milestone readiness, action tracking) and ensure timely follow-through.
• Support internal and external stakeholder management through clear communications, meeting preparation, and documented outcomes.
• Support project/service lifecycle activities (start, planning, implementation, controlling, escalation support, closure).
• Enable effective handoffs and know-how transfer across service life cycles; support lessons learned capture.
• Align goals with team members and stakeholders; monitor progress, dependencies, and constraints.
• Create, maintain, and validate program documentation (schedules, release layouts, specifications, reports, minutes, action logs).
• Coordinate required approvals (customer, supplier, internal) and retain audit-ready documentation.
• Maintain program records in the IT landscape (appointments, master data, documents) with version control.
• Maintain RAID discipline: identify, document, and track risks, issues/claims, and CRs, including cost/impact visibility.
• Provide regular status reporting (cyclical and ad hoc) to internal and external stakeholders; elevate deviations early with options.
• Support solution development by consolidating inputs, analyzing options, and preparing decision material aligned to cost/date/quality.
• Support service delivery evidence and prerequisites for payment flows; follow up to close gaps.
• Support customer communications related to contractual services as assigned; ensure documentation reflects delivered scope.
• Support compliance with quality guidelines (e.g., handover portal, error cost discipline) and reinforce consistent execution.
• Support compliance with KNAPP processes within the team, especially processing and quality management processes.
• Contribute operational support for key milestones (handover, implementation, Q  preparation) and steering group preparation as assigned.
• Promote effective use of tools and standards to improve efficiency, transparency, and execution reliability.

• 5+ years direct experience in project/program management, service delivery, operations, or a similar role.
• Excellent verbal and written communication skills.
• Strong stakeholder coordination skills across internal teams and external partners/customers.
• Excellent English language skills.
• Professional questioning and listening skills.
• Proactive, accountable, and highly organized with strong attention to detail.
• Good judgment; flexible, adaptable, and able to perform under pressure.
• Team player with a continuous-improvement mindset.
• Authorization to work in the U.S. Passport or ability to obtain passport.