Program - Support Manager

Confidential Company  •  Plymouth Meeting, PA
Salary depends on experience
Posted on 06/01/18 by Cynet Sytems
Confidential Company
Plymouth Meeting, PA
Technology
Salary depends on experience
Posted on 06/01/18 Cynet Sytems

US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.? 

Job Description:

?Role Purpose: 

  • Partners with management to improve operational efficiency, identifying potential opportunities and developing plans to pursue these opportunities. 
  • Monitors progress against plans and advising accordingly. 
  • Removes issues hindering the implementation of operational initiatives ensuring coordination between appropriate parties. 
  • Optimizes performance against operational metrics such as SLA attainment and Client Satisfaction. 
  • Develop or optimize operational systems, procedures, policies and processes with external vendors and internal teams alike. 

Principal Accountabilities: 

  • Managerial level primary POC for Manufacturer Brand Team and their business partners. 
  • Develop solid working relationships with internal stakeholders (Program Support Leadership, Account Management, Sales) the client and all 3rd party vendor key contacts. 
  • Travel to client site for Quarterly Business Reviews and other meetings as needed 
  • Ultimately responsible for team operational effectiveness, SLA results and overall client satisfaction 
  • Responsible for delivery of project work and regular project status reporting to the Brand and internal teams 
  • Responsible for researching support related questions or potential issues raised either internally or by the Brand 
  • Responsible for proactive program management including early trend identification, training opportunities and continuous improvement initiatives 
  • Provide reports, analysis and offer recommendations for how to improve the customer experience or drive operational efficiencies?

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