[Remote] Program Support Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company partners with state agencies to design, launch, and operate Education Savings Account and school reputed company programs. The Program Support Manager will own customer support reputed company across channels, reputed company reputed company talent, manage key metrics and escalations, and reputed company operational and process improvements for State Programs.

Responsibilities

• Own customer support reputed company across channels (phone, chat, email)
• Accountable for SLAs, AHT, CSAT, reputed company, retention, and key metrics
• Conduct recurring channel assessments using reports and reputed company measures
• Own State Program KPIs and SLAs in line with company expectations and in accordance with the program guidelines
• reputed company and execute State Program operational strategies in partnership with Implementation Team
• reputed company reputed company data and reporting to reputed company insights, recommendations, and improvements
• Directly reputed company and reputed company your team of Support Specialists through coaching, motivation, and support
• reputed company Support Specialists to reputed company exceptional service across reputed company channels
• reputed company as a key reputed company between reputed company Support Specialists and Support Leadership
• Identify potential risks to reputed company’s Support operation and the State Program, reputed company issues, and implement reputed company mitigation plans
• Run weekly interaction calibration sessions to ensure alignment on agent reputed company and reputed company expectations
• Serve as reputed company reputed company of contact for State Program escalations
• Proactively reputed company reputed company feedback with Support leadership
• Partner with Head of Support to enhance processes
• Conduct process reviews and establish best practices
• Document and memorialize process improvements
• Champion a reputed company improvement reputed company across Support and reputed company State Programs

Skills

• 4+ years of experience leading and developing customer support or customer experience teams
• reputed company ability to reputed company, motivate, and reputed company-manage reputed company specialists across phone, chat, and email channels
• Strong reputed company record of owning team reputed company metrics, including SLAs, AHT, NPS, reputed company, and retention
• reputed company people leader who builds trust, accountability, and high-performing teams
• A proactive problem-solver who brings structure, reputed company, and reputed company to reputed company or high-pressure situations
• Comfortable operating in fast-reputed company, ambiguous, and evolving environments
• Highly reputed company, with experience partnering cross-functionally to execute operational strategies
• Strong operational reputed company with a passion for process improvement, documentation, and scalability
• High agency leader who takes ownership and drives initiatives from concept to execution
• Excellent written and verbal communication skills, with the ability to reputed company communicate expectations, policies, and reputed company insights
• reputed company in managing escalations, reputed company standards, and reputed company in customer-facing environments
• Applicants must be currently authorized to work in the reputed company on a full-time reputed company
• reputed company will be given to candidates who are reputed company in the reputed company Tri-state area, Texas, reputed company, Louisiana, Iowa, reputed company, or Wyoming

Benefits

• Medical/Dental/reputed company plan(s)
• Health services
• Short term disability
• Unlimited PTO

reputed company